Complaints are unfortunately unavoidable and we have therefore set out the following complaints
resolution policy to deal with any client complaints. The policy has been explained to all staff members
currently employed.
Any complaint and all communications in connection therewith must be in writing. Any verbal
communications made must be confirmed in writing within three days. Once a compliant is received it must
be lodged in the complaints register and the client must be supplied with a written confirmation of receipt.
Thereafter an investigation will be made and we will revert to the client with our preliminary findings. The
preliminary findings will be discussed and a proposed solution will be communicated to the client within
seven working days. If the client is not satisfied with our solution, we will regard the complaint as being
unsatisfactorily resolved. In such a case, the client may approach the office of the Ombud for Financial
Services in accordance with the provisions of section 21 of the FAIS Act 2002. The matter may automatically
be referred to the Ombud where a solution has not been able to be reached within six weeks.
The client must, if they wish to refer a matter to the Ombud, do so within a period of six months after the
incident occurred. The following is a step-by-step guideline that sets out the procedure we will adopt and
shows how a complaint will be dealt with, once received by us:
1. The complaint and all communications in connection with the complaint must be in writing. All verbal
communications made in connection with the complaint must be confirmed in writing within three days
of the communication.
2. The complaint will be lodged in our central complaints register on the same day that it is made and
written confirmation of receipt will be forwarded to the client.
3. The complaint will be investigated and we will revert to the client with our preliminary findings within
seven working days from the date of receipt of the complaint.
4. The preliminary findings will be discussed with all internal parties concerned, and a proposed solution
will be communicated to the client within a further seven working days.
5. If the client is not satisfied with our solution, we will regard the complaint as being unsatisfactorily
resolved. In such a case, the client may approach the office of the Ombud for Financial Services or take
such other steps as may be advised by a legal representatives.
6. The referral to the office of the Ombud must be done in accordance with the provisions of section 21 of
the Financial Advisory and Intermediary Services Act 2002 and the rules promulgated in terms of that
section.
7. In instances where we have not been able to arrive at a resolution within six weeks after the client has
lodged the complaint, the matter may automatically be referred to the Ombud.
8. The client must, if they wish to refer a matter to the Ombud, do so within a period of six months. The
9. Ombud will not adjudicate in matters exceeding a value of R800 000.00.
Physical Address:
Sussex Office Park
Group Floor, Block B
473 Lynnwood Road, Cnr
Lynnwood & Sussex Ave
Lynnwood,
0081
Postal Address:
FAIS Ombud
P.O. Box 74571
Lynwood Ridge
0040
Contact Numbers:
Phone: 012 762 5000
Fax: 012 348 3447
Email: info@faisombud.co.za
Website: www.faisombud.co.za
