Complaints Procedure
Your satisfaction matters. Here’s how we resolve concerns quickly and professionally.
Your satisfaction matters. Here’s how we resolve concerns quickly and professionally.
If you are unhappy with any aspect of our service, you may submit a complaint through the following methods:
To assist us in resolving your complaint, please include:
We acknowledge all complaints within 2 business days and provide a reference number.
Your complaint will be investigated by our trained support or compliance team.
We aim to resolve all complaints within 10 business days. If more time is needed, we will notify you.
You will receive a written outcome with full details and next steps.
If you are not satisfied with the initial resolution, you may request an escalation. A senior manager or compliance officer will review the matter.
If you remain dissatisfied, you may escalate the complaint to the:
FAIS Ombud for Financial Services Providers
Email: info@faisombud.co.za
Phone: 012 762 5000
Website: www.faisombud.co.za
For complaints relating to misuse of personal information, you may contact:
Information Regulator South Africa
Email: complaints.IR@justice.gov.za
Website: www.justice.gov.za/inforeg
We maintain records of all complaints for the minimum retention period required by South African law.
We are committed to transparent, fair, and efficient complaint handling aligned with the principles of Treating Customers Fairly (TCF).