If you have a complaint about any aspect of our service, then we would like to hear from you. You can contact us by email at [email protected]. Our complaints department will be best placed to receive your complaint and work with you to resolve it.  

Complaints Procedure 

The Company has established an internal complaints procedure to ensure your complaint is dealt with efficiently and by the correct person. To help us investigate and resolve the problem as quickly as possible, please make sure you give us the following information:

• Your name, address and client reference number
• A clear description of your concern or complaint
• Details of what you would like us to do to put it right
• Copies of any relevant documents, such as letters
• A daytime telephone number and email address where we can contact you

We will try to resolve your complaint immediately and with minimum inconvenience to you. The first step is for us to be really clear on what the problem is and to identify with you what we can do to put it right. The more information you can give us the better.

Sometimes we will not be able to solve the problem for you immediately. If we are unable to resolve your complaint by the following day and if we have not already contacted you to agree with our proposal for resolving it, we will:

• Send an acknowledgement of your complaint in writing within 5 business days.
• Confirm who will handle your complaint, and how you can contact them.

If your complaint is particularly complex in nature, we will keep you informed of the progress we are making as we continue our investigations.

In any event, we will endeavour to resolve your complaint and provide you with a full response within 15 business days. These may be extended up to 6 weeks from the date we received your complaint. If we are unable to provide you with a final response within 15 business days we will provide you:

• An explanation as to why we are unable to provide you with a final response and with an indication as to when you will get one.
• If you are an eligible client, a notification of your rights to refer the matter to the FAIS Ombud.

In our final response we will include:

• A summary of your complaint
• A summary of the outcome of our investigation
• Whether we acknowledge there has been any fault on our side and whether the complaint will be upheld
• Details of any offer to settle the complaint and how long this offer will remain open
• If you are an eligible client, a notification of your right to refer the matter to the FAIS Ombud.

FAIS Ombud

FAIS Ombud is the independent expert in settling complaints between consumers and businesses providing financial services.

If you have lodged a complaint and are not entirely satisfied with the solution, and if you wish to escalate this complaint to the FAIS Ombud you must do so within (6) months of receiving your final response letter. 

The FAIS Ombud has a monetary jurisdictional limit of R 800 000. The FAIS will not investigate cases where the amount claimed is more than R 800 000 unless the claimant abandons the amount in excess of R 800 000 to bring the claim within the jurisdictional limits or the FAIS Ombud Or the firm agrees that the FAIS Ombud entertains the complaint. FAIS Ombud 

Menlyn Central Office Building, 

125 Dallas Avenue, 

Waterkloof Glen, 

Pretoria 0010

Website: www.faisombud.co.za 

Email: [email protected] 

Phone: 012 762 5000 

Sharecall: 086 066 3274

Postal address: P O Box 41, Menlyn Park, 0063

Information Regulator 

If your complaint relates to Data Protection, and we are unable to provide you with a final response within 6 weeks of receipt of your complaint, we will write to you with:

• An explanation as to why we are unable to provide you with a final response and with an indication as to when you will get one.
• You have the right to refer the matter to the Information Regulator. 

Information Regulator (South Africa)

JD House, 27 Stiemens Street, Braamfontein,

Johannesburg, 2001.

Website: https://inforegulator.org.za/complaints/ 

Email: [email protected] 

Phone: 010 023 5200

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