Complaints Procedure
We are committed to providing professional advice and service at all times.
If you are dissatisfied with any aspect of our service, we encourage you to let us know so that we can address your concerns promptly and fairly.
How to Submit a Complaint
Please submit your complaint to us in writing by clicking the button below or by emailing our office directly. Kindly include:
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Your full name and contact details
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A clear description of your complaint
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Relevant policy or account information
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Any supporting documentation
What Happens Next?
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We will acknowledge receipt of your complaint as soon as possible.
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Your complaint will be investigated in accordance with our internal complaints resolution process.
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We aim to provide a written response within six (6) weeks, or sooner where reasonably possible.
Our goal is to resolve complaints in a fair, transparent, and timely manner.
If You Are Not Satisfied
If you remain dissatisfied after receiving our final response, you may refer your complaint to the:
FAIS Ombud
Postal Address: P.O. Box 74571, Lynwood Ridge, 0040
Telephone: 012 762 5000 / 012 470 9080
Email: info@faisombud.co.za
Website: www.faisombud.co.za
The FAIS Ombud is an independent office established to resolve disputes between financial services providers and their clients.