If you’ve already submitted all requirements and nothing has been done, the next step is to escalate the issue beyond the platform support team. Here’s the correct escalation path in Nigeria:

Step 1: Follow Up Formally With the Platform (First Escalation)

Contact Bamboo again and:

Reference your ticket number/email

Request timeline for resolution

Ask if documents were forwarded to CSCS

Send a formal follow-up email (more effective than chat).

Example of what to include:

Full Name

CHN numbers (old & new)

CSCS account numbers

Date you submitted documents

Request for escalation

Give them 3–5 working days.

Step 2: Contact the Broker Handling Your Nigerian Stocks

Bamboo sometimes uses a local Nigerian broker for NGX transactions.

Ask Bamboo:

“Which broker created the second CHN?”

“Has the request been forwarded to them?”

Sometimes the delay is from the broker, not Bamboo.

Step 3: Contact the Central Securities Clearing System (CSCS)

If Bamboo delays, you can contact CSCS directly:

Central Securities Clearing System Plc

Provide:

Both CHN numbers

Your full name

Broker names

Request for CHN consolidation

CSCS can:

Confirm existence of both CHNs

Guide on merger

Push broker to act

Step 4: Escalate to Market Regulator (If Still Unresolved)

If nothing happens after that, escalate to:

Nigerian Exchange Group

or

Securities and Exchange Commission Nigeria

These are regulators, and complaints here are taken seriously.

Recommended Escalation Order

Bamboo Support (follow up)

Broker (ask Bamboo who it is)

CSCS (direct contact)

SEC Nigeria (final escalation)

Here is a formal escalation procedure you can follow step-by-step:

Formal Escalation Procedure for CHN / CSCS Merger Issue

Step 1 — First Escalation (Formal Complaint to Broker)

Send a formal written complaint to Bamboo support:

Email support

Attach documents already submitted

Request escalation to operations team

Wait 3–5 working days.

Use this template:

Email

Subject

Escalation Request: CHN/CSCS Consolidation Delay

Dear Support Team,

I am writing to formally escalate my request for CHN/CSCS consolidation, which I previously submitted but has not yet been resolved.

Details of my request:

Full Name:

Registered Email:

Phone Number:

Existing CHN Number:

New CHN Number (Created):

CSCS Account Numbers (if available):

Date Documents Were Submitted:

I have already submitted all required documents for consolidation, but I have not received any update regarding the progress.

Kindly escalate this issue to the appropriate department and provide:

Confirmation that my request has been forwarded to CSCS

Estimated timeline for resolution

Reference number for this request

This issue is important to avoid duplication of records and dividend/payment discrepancies.

I would appreciate your urgent attention to this matter.

Thank you.

Kind regards

[Your Name]

Step 2 — Second Escalation (Contact CSCS Directly)

If Bamboo does not resolve within 5 working days, contact:

Central Securities Clearing System Plc

Provide:

Full Name

Both CHN numbers

Broker name (Bamboo)

Description of issue

Request:

CHN consolidation

Status update

Step 3 — Third Escalation (Broker Complaint Channel)

If still unresolved, escalate to:

Nigerian Exchange Group

They oversee brokers and can push for resolution.

Step 4 — Final Escalation (Regulatory Complaint)

If all else fails, escalate to:

Securities and Exchange Commission Nigeria

This is the final regulatory authority.

When SEC gets involved:

Brokers respond quickly

Issue usually resolved fast

Recommended Timeline

Day 1 — Email Bamboo

Day 5 — Contact CSCS

Day 10 — Contact NGX

Day 15 — Escalate to SEC

Pro Tip (Very Important)

Keep:

Email records

Screenshots

Ticket numbers

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