This is a first draft. It has been written by us and published so that it can be read and corrected, but it has not yet been reviewed by a Ghanaian lawyer. We will remove this notice once it has, and the version number will tell you which text you read.
Tell us first
If something has gone wrong, please tell us directly using any of the contact details in the footer of this page. Most things are quicker to put right that way than through any formal route.
It helps if you can give us your name, the telephone number or email address we hold for you, what happened, and what you would like us to do about it.
What happens next
- We acknowledge a complaint within two business days.
- We tell you who is handling it and how to reach that person.
- We aim to resolve it within 30 days. If it is going to take longer, we will tell you before that point, explain why, and give you a date.
- We write to you with our decision and our reasons.
A complaint is handled by somebody other than the person it is about. Where a complaint concerns money, it is reviewed by two people.
If you are not satisfied
If our answer does not resolve matters, you may ask for it to be reviewed by our compliance officer, who will look at it afresh.
Beyond that, depending on what the complaint is about, you may take it to:
- the Data Protection Commission of Ghana, for anything about your personal information;
- the Securities and Exchange Commission, for anything about how we describe or conduct a regulated activity;
- the Veterinary Services Directorate, for anything about the welfare or movement of animals;
- the courts of Ghana.
Nothing in this procedure removes any right you have in law, and you do not have to come to us first.
What we do with complaints
We keep a record of every complaint, what caused it and what we changed. We report the pattern to our directors, because a complaint that keeps recurring is a fault in how we work rather than bad luck.