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.

    *All channels are active from 07:30 to 16:30hrs from Monday to Friday each week except for public holidays.
    Blantyre – Head OfficeChibisa House, 19 Glyn Jones Road, Blantyre (P.O. Box 501, Blantyre)
    Website (supports chat functionality)
    Call CentreToll Free number 323
    LinkedInNICO 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:

    Delivery of Weekly Financial Markets UpdateEvery Monday
    Delivery of Monthly Economic Report

    On the 20th of each month

    Acknowledgement of general enquiries and written project / transaction proposals or briefsWithin 1 working day
    Initial client meeting to discuss their project / transaction proposal or briefWithin 1 week of receiving written proposal or brief
    Formalization of client engagement through an engagement / mandate agreementWithin 4 – 6 weeks of initial client meeting, but depends on the nature and complexity of a project / transaction
    Project / transaction executionTo 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 reportsQuarterly

    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

    If you are still not satisfied with the support rendered, you may raise your complaint to the Reserve Bank of Malawi through the following contact information:
    Hotline: 80 008 444 (MTL lines only)
    Telephone: 0 111 642 669

    Write to:
    The Consumer Protection and Financial Literacy Unit
    Reserve Bank of Malawi
    10 Hannover Avenue
    P.O. Box 565