Complaints Procedure

It’s important that investors know the procedure to follow while trying to resolve a dispute or complaints that may arise between them and a stockbroker, investment bank or any other market intermediary.

When aggrieved by the actions of an intermediary in any way, the initial step should be to try to resolve the complaint with the intermediary. However, in the event that an amicable solution is not achieved, then the complaints especially those related to the secondary market should be forwarded to the Rwanda Stock Exchange.

Depending on the nature of the complaint, the Rwanda Stock Exchange will either deal with the complaint or refer it for the necessary regulatory intervention by the Capital Markets Authority.  In all other cases that may not relate to the secondary market transactions however, the Authority is compelled to intervene directly. In this case even where complaints are filed with the Rwanda stock exchange, they will immediately be reported to the Authority.

The complaint who is not satisfied with the decision of the Authority shall make appeal within 30 days ( after notification of the Decision) to the Capital Market Independent Review Panel.