Introduction

At Interstate Securities Limited (Interstate), we are committed to providing a high standard of service to all our clients on every occasion. We do recognize however, that occasionally we may not live up to your expectations or our promises. Your comments are important. Not only do they allow us to improve our service to you, they also help us to improve our services in general, making life easier for everyone who uses them. So, if you have reason to suggest how we could have served you better, please let us know. If you have a complaint about any aspect of our service, we would like to hear from you. Our Client Relations Staff will be best placed to receive your complaints and work with you to resolve it. We have established an internal complaints procedure to ensure your complaint is dealt with efficiently and by the correct person.

Objective

This Policy is designed to ensure that complaints from the Company’s clients and stakeholders are duly documented and managed in a fair, efficient and timely manner.

Interstate’s Commitment

Interstate Securities Limited is committed to providing high standards of services to its client, as regards complaints management and resolution by:

• Ensuring that all shareholders complaints or suggestions are documented;
• Providing a platform for efficient handling of client’s complaints;
• Ensuring that client’s complaints and issues are dealt with promptly in an efficient and timely manner; and
• Enabling efficient and easy access to client’s information.

Application of the Policy

All complaints apply to:

• Complaints against the Company from clients
• Complaints against the Company from other capital market operators.
• Complaints against the Company by Regulatory agencies
• Any matter that is sub-judice or in arbitration is excluded from this procedure

Who can file a complaint?

Any of our clients or Capital Market Operators (CMOs) may submit a complaint. If a complaint is being lodged on behalf of our client by a person or a group of persons, each should be identified and evidence of authority to represent such client(s) must be provided.

What types of complaints will Interstate attend to?

Interstate will only attend to complaints within the confines of our market obligations to our clients and other market operators.

What to do if you have a complaint

Please contact us detailing the nature of your complaint. We would ask you to provide your contact details, and indicate your preferred method of communication, e.g. telephone, email.

Contact Details

Office Address: 14B, Keffi Street, South West Ikoyi, Lagos Official Mail: info@interstatesecurities.com Website: www.interstatesecurities.com Contact Numbers: +234-1-2707274, 2707275, 08143815548