Continental Asset Management Limited Complaints Handling Procedure

At Continental Asset Management Limited, we are committed to providing excellent service and addressing any concerns our clients may have in a prompt and fair manner. Your feedback is important to us, and we have established a transparent procedure to handle complaints efficiently. All complaints will be handled free of charge.

This document outlines the steps you should follow if you have a complaint and provides details on how we will respond.

1. Step 1: Raise Your Complaint with Continental Asset Management Limited
   If you have a concern regarding any of the services or products offered by Continental Asset Management Limited, we encourage you to contact us directly.
   1. How to Lodge a Complaint
      • In person: Visit our office at Ground Floor Ulimi House (Blantyre) or 1st Floor Gowa Building (Lilongwe)
      • Email: camcomplaints@continental.mw
      • Telephone: +265 111 828 363
      • Postal Address: The Chief Executive Officer, Continental Asset Management Limited, P.O. Box 1444, Blantyre

      Please include the following details when making a complaint:

      • Your full name
      • Age
      • Occupation
      • ID number
      • Contact information (phone, email, or postal address)
      • A detailed description of your complaint
      • Requested remedy
      • Supporting documents (if any)
      • The date of the event/issue you’re concerned about
   2. Acknowledgement of Your Complaint
      Upon receiving your complaint, our Complaints Handling Officer (Marjorie Nyirongo) will acknowledge it in writing within 24 hours. This communication will include:
      • Confirmation that we have received your complaint.
      • A reference number for tracking your complaint.
      • The details of the Complaints Handling Officer.
      • The timeframe for resolving the issue.
   3. Procedure for Assessing Complaints
      Complaints that are lodged with us will be assessed as follows:
      • We will use the details provided by the client.
      • We will refer to supporting documentation provided by the client.
      • Complaints will be assessed and categorized according to the complexity of the complaint (Low, Medium, and High). Low requires no investigations, Medium requires minimal investigation, and High requires extensive investigation.
   4. Procedures for Investigating Complaints
      • The complaint is classified based on the level of complexity as Low (2 days), Medium (10 days), and High (30 days).
      • The complaint will be considered by the Complaints Handling Officer and reviewed by the Compliance Officer.
      • Information is gathered and analysed to validate the complaint.
      • The root cause is identified and resolved within our complaint’s categorization timeframe.
   5. Conflict of Interest
      All complaints will be handled by our Complaints Handling Officer. Should he be conflicted, the matter will be escalated to the General Manager.
   6. Complaints Resolution
      We aim to resolve all complaints within our complaint’s categorization timeframe. Our staff are regularly trained on the complaints handling procedures in accordance with our policy, and if the issue requires more time for investigation, we will inform you of the reason for the delay and provide a new resolution timeframe.We will respond to you in writing, detailing the outcome of the investigation and the steps taken to address your concern.
2. Step 2: Escalation to the Registrar of Financial Institutions (RBM)
   If you are not satisfied with the resolution provided by Continental Asset Management Limited, you have the right to escalate your complaint to the Registrar of Financial Institutions for further review. The appeal form has been attached as Annexure 1.
   1. How to Escalate to the Registrar
      • Email: reserve-bank@rbm.mw
      • Telephone: (265)(0)1 770 600 / 1 771 600
3. Confidentiality and Fair Treatment
   All complaints will be handled in a confidential manner. We are committed to treating all clients fairly and without bias throughout the complaints process.
4. Our Commitment
   At Continental Asset Management Limited, we are dedicated to resolving client concerns professionally, efficiently, and transparently. Management will monitor and evaluate the procedures every 2 years to ensure that they cater towards our clients’ needs.

   You can access the policy manual on our website https://continentalasset.mw/ and at our offices at Ground Floor Ulimi House in Blantyre and First Floor Gowa Building in Lilongwe.

   If you have any questions about this procedure or need further clarification, please contact us at rkumwenda@continental.mw.