Complaints

The Financial Advisory and Intermediary Services Act of 2002 (FAIS Act) and the Association for Savings and Investment South Africa (ASISA) requires Financial Services Providers to allow for the lodging of formal complaints through a required process.

There are different types of complaints

We have dedicated individuals to deal with different types of complaints who are skilled with assisting you to reach a resolution relating to the following:

  • Service (administrative) or products, or
  • advice that you have received by SA Financial Planners (i.e. if a SA Financial Planners has rendered a financial service to you (on or after 30 September 2004, the advent of the FAIS Act) that has, or is likely to, cause you financial prejudice or damage; or acted contrary to the FAIS Act in such a way as to cause you financial prejudice or damages or treated you unfairly).

How you can contact us

Should your complaint be service or product related or about the advice that you have received from SA Financial Planners, please submit your complaint in writing using any of the following channels:

Please submit your complaint in writing using any of the following channels:

  • Email – [email protected]
  • Post – SA Financial Planners, Suite 77, Private Bag X301, Broederstroom, 0240
  • Telephone: 086 1111 081
  • Fax: 086 2752 396

The complaint resolution process

If you have a service or product-related complaint, a service agent will contact you within a reasonable time period to discuss your complaint.

If your complaint is about the advice that you have received from a SA Financial Planners, the Complaints Officer will confirm receipt of your complaint and may make further contact with you should clarity be required. Your complaint will be investigated and discussed at the SA Financial Planners Sales Complaints Panel within a 4-week period, and we will revert to you with a resolution.

If you are dissatisfied with SA Financial Planners’ findings

If you are dissatisfied with the findings relayed to you by SA Financial Planners, please note the details of ASISA and the FAIS Ombudsman for product and service related complaints and advice-related complaints respectively:

ASISA

Cape Town

Physical address: Bridge House, Boundary Terraces, 1 Miriendahl Lane, Newlands, 7700
Postal address: P.O. Box 23525, Claremont, 7735
Telephone: 021 673 1620
Fax: 021 673 1630

Email: [email protected]
Website: www.asisa.org.za

Johannesburg

Physical address: First Floor, East Wing, 21 Bond Street, Ferndale, Randburg, 2125
Postal address: P.O. Box 2618, Randburg, 2125
Telephone: +27 (0)11 369 0460
Fax: +27 (0)11 787 9710

Email: [email protected]
Website: www.asisa.org.za

The FAIS Ombudsman

The Office of the Ombudsman for Financial Services Providers

Physical address: Eastwood Office Park, Baobab House, Ground Floor, Cnr Lynnwood Road and Jacobson Drive, Lynwood Ridge, 0081
Postal address: P. O. Box 74571, Lynwood Ridge, 0040
Phone: +27 (0)12 470 9080
Fax: +27 (0)12 348 3447

Email: [email protected]
Website: www.faisombud.co.za