To make a complaint to the company, please fill in and submit the complaint form (click on the link below). Please note that the Company reserves the right not to accept complaints submitted through any other means or methods (i.e. E-mail, telephone, etc.). Use the following link to access the complaint form.
Click here to proceed to our complaint form.
Or Contact: [email protected]
Once you have completed and submitted your complaint form, our corresponding department will investigate and possibly reach out to you further accordingly.
We will acknowledge the receipt of your complaint within five (5) days from the receipt of your complaint and provide you with the unique reference number of your complaint. The unique reference number should be used in all your future contact with the Company and the Financial Ombudsman and/or FSCA regarding the specific complaint.
Once we acknowledge receipt of your complaint, we will review it carefully, investigate the circumstances surrounding your complaint and will try to resolve it without undue delay. We shall make every effort to investigate your complaint and provide you with the outcome of our investigation within six (6) weeks from the date you have submitted your complaint to us. During the investigation process, we will keep you updated on the handling process of your complaint. One of our officers may contact you directly (including communication by email or phone) in order to obtain, where needed, further clarifications and information relating to your complaint. We will require your full cooperation in order to expedite the investigation and possible resolution of your complaint. In the event that your complaint requires further investigation and we cannot resolve it within six (6) weeks, we will issue a holding response in writing or other durable media. When a holding response is sent, it will indicate the causes of the delay and when the Company’s investigation is likely to be completed. In any event, we shall provide you with the outcome of our investigation no later than one (1) month from the issuing of the holding response, depending on the complexity of the case and your cooperation.
Please note that the Company shall consider your complaint as closed and cease the relevant investigation in case you fail to respond to our officers within the period of three (3) months from the date of the submission of your complaint. When we reach an outcome, we will inform you of it together with an explanation of our position and any remedy measures we intend to take (if applicable).
If you are not satisfied with the Company’s final decision you may submit your complaint to the Financial Ombudsman of South Africa and seek mediation for possible compensation. It is important that you contact the Financial Ombudsman of South Africa within four (4) months of receiving a final response from the Company otherwise the Financial Ombudsman of South Africa may not be able to deal with your complaint. In the unlikely event that the Company was unable to provide you with a final response within the three (3) month time period specified above you may again contact the office of the Financial Ombudsman of South Africa no later than four (4) months after the date when we ought to have provided you with our final decision.
You may maintain your complaint with the South Africa Financial Sector Conduct Authority, however, please note that the South Africa Financial Sector Conduct Authority does not have restitution powers and therefore does not investigate individual complaints. It is understood that your right to take legal action remains unaffected by the existence or use of any complaints procedures referred to above.