Account opening and complaints

Opening an account

1. 1Step 1: Tell us what you would like to trade and in which segment, so we can confirm we can act for you.
2. 2Step 2: Complete the KYC form and the account opening form. Strike off any blanks rather than leaving them empty, and do not submit an incomplete form.
3. 3Step 3: Provide your proof of identity, proof of address, bank account proof and, where the segment requires it, proof of financial position.
4. 4Step 4: Read the Rights and Obligations document, the Risk Disclosure Document, the tariff sheet and the Most Important Terms and Conditions before you sign.
5. 5Step 5: We complete our verification and upload your details, which gives you a Unique Client Code. Your KYC is entered into the KRA system and CKYCR within three working days.
6. 6Step 6: You receive a copy of your completed client registration documents within seven days of your Unique Client Code being uploaded to the exchange, and your account is opened within a week.

The full documentation set is on the policies and documents page.

Filing a complaint

1. 1Step 1: Email your complaint to our designated investor grievance address. Include your name, Unique Client Code, contact details and what you would like us to put right.
2. 2Step 2: We acknowledge your complaint and issue you a ticket number. Keep it: it is how you and we track the complaint.
3. 3Step 3: We investigate and respond. We aim to resolve every grievance immediately, and in any case within 21 days of receiving it.
4. 4Step 4: If you are not satisfied with the response, escalate within PP Capital using the escalation matrix, which runs from customer care through to our Chief Executive Officer.
5. 5Step 5: If you remain dissatisfied, take it to the stock exchange concerned, to SEBI through SCORES, or to the SMART ODR platform. You do not have to exhaust one route before using another.