CUSTOMER SERVICE CHARTER
We, at NICO Capital Limited, recognize the critical role that our customers play towards the achievement of our vision, mission, and values.
For this reason, we view you as our partner. We have therefore made a conscious decision to drive customer-centricity as a core part of our agenda.
This Customer Service Charter aims to outline our commitment to you, and to inform you of the provisions we have made for the purpose of delivering a superior experience to you.
Our Promise
To our valued customers, we promise:
- Excellence
- by driving efficiency in our service delivery
- by using the most efficient means to deliver our products and services
- Integrity
- by safeguarding your information and practicing confidentiality
- by not practicing deception in any form
- Collaboration
- by listening attentively to your enquiries, complaints, requests, and suggestions and acting on them
- by sharing updates and feedback within a specified time
- Professionalism
- by serving you with courtesy and respect
- by delivering on our promises
- Transparency
- By disclosing full information on our products and services
- by informing you when you must expect the service you need to be delivered
- by informing you when there are unexpected delays in service delivery
How to Contact Us
We have setup the following contact channels so our customers can reach us with ease and convenience.
| Channel | Detail |
| Blantyre – Head Office | Chibisa House, 19 Glyn Jones Road, Blantyre (P.O. Box 501, Blantyre) |
| Website (supports chat functionality) | www.nicomw.com |
| Call Centre | Toll Free number 323 |
| customercare@nicomw.com | |
| @nicogroupmw | |
| @NICOGroupMalawi | |
| NICO Group Malawi |
Your Rights and Obligations
As our customer, you have the right to:
- Request for a copy of the engagement agreement
- Lodge a complaint
- Privacy and confidentiality in the handling of your personal information
As our customer, we expect you to:
- Treat our staff with courtesy
- Respond to requests for information relevant to your product or the process being carried out
Our Promise on Timelines
In our drive for customer centricity, we work to meet the following timelines in our service delivery:
| Service | Timelines |
| Delivery of Weekly Financial Markets Update | Every Monday |
| Delivery of Monthly Economic Report | On the 20th of each month |
| Acknowledgement of general enquiries and written project / transaction proposals or briefs | Within 1 working day |
| Initial client meeting to discuss their project / transaction proposal or brief | Within 1 week of receiving written proposal or brief |
| Formalization of client engagement through an engagement / mandate agreement | Within 4 – 6 weeks of initial client meeting, but depends on the nature and complexity of a project / transaction |
| Project / transaction execution | To be agreed and documented in the engagement/mandate agreement. Timeline will vary depending on the nature and complexity of a project / transaction |
| Interim project / transaction reports | Quarterly |
Annual Reviews
We will review our Customer Service Charter each year to keep up with changes in the socio-economic and technological environment.
We Value Feedback
If you are unhappy with the service you have received, please raise your complaint to the following:
The Customer Experience Manager
NICO Holdings Plc
P.O. Box 501
Blantyre
cxmanager@nicomw.com
Hotline: 80 008 444 (MTL lines only)
Telephone: 0 111 642 669
Email: complaints-handling@rbm.mw
Write to:
The Consumer Protection and Financial Literacy Unit
Reserve Bank of Malawi
10 Hannover Avenue
P.O. Box 565
Blantyre