Customer relationship management
Customer care email: customercare@cdh-malawi.com
CDH Investment Bank recognizes the critical role that our customers play towards the achievement of our vision. For this reason, we view you as our partner and therefore made a decision to drive customer-centricity as a core part of our agenda. We are committed to live our values to serve you.
Your rights and obligations
As our customer, if you are ever dissatisfied, you have the right to:
- Review the terms of your product or service
- Lodge a complaint when dissatisfied with our services, and receive prompt resolution
- Expect privacy and confidentiality in the handling of your personal information and financial services acquired from CDH Investment Bank
- Have access to view information related to your accounts
As a customer, we expect that you will:
- Treat our staff with courtesy
- Respond to requests for information relevant to your product or service accessed from us
- Update your customer information with us as and when required
Complaints handling
At CDH Investment Bank, we appreciate and value feedback on your experiences with our products and services. If you feel satisfied with our services, please feel free to complete the compliment form that can be downloaded from our forms tab on our website. If you are unfortunately dissatisfied with our services, kindly inform us so that we can improve and serve you better in the future. When we receive your complaint, we will deal with it promptly, effectively and in a positive manner.
We have a complaints handling procedure in place, which follows the steps outlined below:
What is a complaint?
A complaint refers to a statement or an expression of dissatisfaction/concern by a customer addressed to a financial institution in relation to access or utilization of a financial service or product. Complaints handling is one of the key objectives of consumer protection as it:
- ensures that consumers have access to recourse mechanisms in order to timely resolve their complaints
- promotes transparency in the process of handling customer complaints; and
- improves service delivery by financial institutions
How to lodge a complaint
Step 1
If, at any time you have cause for complaint, please contact the Banking Centre Manager and/or our trained and well experienced Account Relationship Officers who will be happy to help you.
We hope that you will not then need to progress beyond this first step. However, if you remain unhappy, we want you to let us know so that your complaint can proceed quickly to the next stage.
Step 2
If you feel that your complaint has not been resolved to your satisfaction, it can be progressed to the next stage. You can write to:
Mr Jamal Kamoto, Chief Business Development Officer
CDH Investment Bank
CDH House
5 Independence Drive
PO Box 1444
Blantyre
Email: feedback@cdh-malawi.com
We always aim to provide a full response within 5 working days, but if there is reason for further delay, we will keep you informed and let you know how the investigation is progressing.
It is expected that this process will bring the matter to a mutually agreeable solution, but if you remain unhappy then you can progress to the final stage of the Internal Complaints Procedure.
Step 3
If you remain dissatisfied you can refer your complaint to the Chief Executive Officer (CEO)/Managing Director of the bank indicating why you remain dissatisfied, and the CEO’s office will ensure that your complaint is reviewed objectively, fairly and reasonably. You can contact him on the following:
Mr Thoko Mkavea, Chief Executive Officer/Managing Director
CDH Investment Bank
CDH House
5 Independence Drive
PO Box 1444
Blantyre
Email: info@cdh-malawi.com
Mobile phone: +265 111 821 300
We always seek to resolve complaints internally, but there may be instances when we cannot reach an agreeable solution. Either the CEO or the Chief Business Development Officer will have reviewed the details of your complaint in all cases, and we will send you a letter confirming our final response.
External complaint procedure – complaints handling through the Reserve Bank of Malawi
If you feel that your complaint has not been adequately resolved using our internal procedures, and you are still not satisfied (or 8 weeks have passed since you first raised the matter with us) you have the right to refer your complaint to the Registrar of Financial Institutions, the Reserve Bank of Malawi who regulates our services.
You can write to:
The Consumer Protection and Financial Literacy Unit
Reserve Bank of Malawi
10 Hannover Avenue
PO Box 565
Blantyre
Malawi
Email: complaints-handling@rbm.mw
Website: www.rbm.mw
Telephone: +265 111 820 444
Hotline: 80 008 444 (MTL lines only)
Switchboard: +265 111 820 299/ 444
Download compliment/ complaints form – https://cdh-malawi.com/compliment-complaints-form
