Submit a complaint

As a Financial Services Provider, we are governed by the Financial Advisory and Intermediary Services Act of South Africa (Act 37 of 2004), and therefore wish to inform you of the process to follow if you are dissatisfied with an outcome or decision related to our financial products:

Did We Disappoint?

Filing a Complaint

Where is the process for filing a complaint:

Contact Details:

Know Your Rights

As a client, you have the right to advise us if you are dissatisfied with the outcome of your complaint within 6 weeks after being informed of the decision

Should you wish to raise any concerns as to the decision on your claim you may do so in writing within 6 weeks to:

The Claims Manager

Telephone:

Email:

We will endeavour to consider the complaint and escalate the matter internally, and provide communication of the progress at regular intervals, with clear instructions of expectations.

Who Can You Call?

If your complaint is not resolved in a manner that meets your satisfaction, you can contact the National Financial Advisory and Intermediary Services Ombud of South Africa:

FAIS Ombud Contact Details

Office of the Ombud for Financial Services Providers (FAIS Ombud)
Postal Address:
P.O. Box 74571,
Lynnwood Ridge,
0040, South Africa

Physical Address:
125 Dallas Avenue,
Menlyn Central, Waterkloof Glen,
Pretoria, 0010

Telephone: +27 (0)12 762 5000 / +27 (0)12 470 9080
Fax: +27 (0)12 348 3447
Email: info@faisombud.co.za
Website: www.faisombud.co.za

Important Timelines To Note

Complaints related to the Crypto Asset Service Provider Financial Service Provider (CASP FSP), must be logged with the Financial Services Provider directly at:

As a FSP we are required to acknowledge the complaint within 5 days of receiving it, but we will endeavour to resolve the complaint internally as quickly as possible providing feedback on an ongoing basis.

Should you, as be unsatisfied with the outcome of the compliant resolution after 6 weeks, you have the right to approach to FAIS Ombud for further assistance. We must advise you however, that if wish to take legal action, the summons must be served after the 6-week period and no later than 6 months after the expiry of the 6-week period, simply because the FAIS Act states that the client will lose their right to seek assistance from the FAIS Ombud and/or right to take legal action after the 6-month period.

Also note, that the same regulation prohibits you to go the Ombud and Legal route at the same time