Complaints Guide
Namibia Asset Management is committed to service excellence. We take all complaints seriously and aim to resolve them in a timely and fair manner.
Commitment to Client Service
Our commitment is to provide excellent service to our clients. All complaints are taken seriously, and we aim to resolve complaints to the satisfaction of our clients wherever possible.
Namibia Asset Management and its subsidiaries (NAM) is committed to service excellence. Any complaints we receive from clients, regardless of whether such complaints fall within the definition of a "complaint" in terms of the applicable legislation and/or regulations, are taken seriously. Our aim is to ensure that all complaints are investigated and addressed in a timely and fair manner.
Receiving of a Complaint
Clients may lay a complaint by telephone, however, to ensure that all complaints are properly understood and speedily dealt with, clients are urged to submit complaints in writing (via email or letter).
Our telephone lines are recorded and recordings can be retrieved when investigating a complaint.
The complaint must contain all relevant information and copies of relevant documentation must be attached to the written complaint.
Clients may lodge their complaint by:
Letter
Namibia Asset Management
PO BOX 23329
Windhoek, Namibia
Resolution of a Complaint
Our Commitment Timeline
NAM will acknowledge the complaint in writing within 48 hours of receipt. NAM will keep complainant informed of the progress of their complaint, potential delays, revised timelines and any decisions taken by NAM in response to the complaint.
If You're Not Satisfied
Should the complainant not be satisfied with the response from NAM, they may direct their complaint in writing to the Namfisa Complaints Department at:
Office Location
NAMFISA Head Office
51-55 Werner List St
Gutenberg Plaza
Windhoek, Namibia
Postal Address
PO BOX 21250
Windhoek
Contact Details
Tel: +264 61 290 5000
Fax: +264 (61) 290 5194
Toll free: 0800 290 500
Complaints Process Overview
1
Submit Complaint
Contact us via phone, email, or letter with all relevant details
2
Acknowledgment
We acknowledge your complaint within 48 hours in writing
3
Resolution
We investigate and resolve, keeping you informed throughout
