We, at NICO Asset Managers 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.

Channel Detail
Blantyre – Head Office Chibisa House, 19 Glyn Jones Road, Blantyre (P.O. Box 3173, Blantyre)
Lilongwe Branch

NICO Centre, Old Town

Website (supports chat functionality)
Call Centre Toll Free number 323
Facebook @nicogroupmw
Twitter @NICOGroupMalawi
LinkedIn NICO Group Malawi

*All channels are active from 07:30 to 16:30hrs from Monday to Friday each week except for public holidays.

Our Promise on Timelines

As our customer, you have the right to:

  • Request for a copy of the Investment management agreement.
  • Lodge a complaint.
  • Privacy and confidentiality in the handling of your personal information.
  • Request for an updated investment report or statement.

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:

Service Timelines
Account Opening Within 24 hours of receiving required documents 
Presentation of a Deal Note Within 24 hours of investing funds or rolling over 
Confirming Investment with a Deal Note Within 24 hours of investing funds or rolling over
Delivery of a Statement End of each quarter 
Investment Report  Within 7 days of end of a quarter 
Payment upon a Withdrawal Within 2 working days 
Response to Email Within 7 working hours
Acknowledging enquiries, complaints, and requests raised in writing Within 1 working day
Resolving enquiries, complaints, and requests raised in writing Within 2 working days

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