Complaint Resolution Policy
What Constitutes a Complaint?
A complaint is defined in the FAIS Act as a specific complaint relating to financial services rendered by the service provider or its representatives, either being advice or an intermediary service, which has been rendered on or after 1 March 2011, and where it is alleged that the service provider:
- has contravened a provision of the FAIS Act and as a result the client has suffered or is likely to suffer financial prejudice or damage;
- has willfully or negligently rendered a financial service to the client which has caused, or is likely to cause prejudice or damage to the client; or
- has treated the client unfairly.
Any complaint relating to a financial product or investment performance should be lodged directly with the relevant product provider or insurance company.
How to lodge a complaint?
If you as a client have a complaint against Provision Life (a Juristic Representative of Transafrica Group), it must be submitted to us in writing. It can be submitted either by hand, post (349 Cape Road, Westway Centre (Provision Life Building), Floor 3, Newton Park, Port Elizabeth 6001), fax ( 086 410 4790 ) or email ( firstname.lastname@example.org )
What happens once a complaint is lodged?
- We will acknowledge receipt of the complaint in writing to you, the client.
- We will keep a record of the complaint, and maintain such record for 5 years as required by legislation;
- Once the complaint has been made, it will be allocated to an appropriate staff member to investigate.
- As required by legislation, we will attempt to resolve the complaint within 6 weeks of receipt of the complaint.
- In event that the complaint cannot be resolved, we will advise you of the reasons why the complaint could not be resolved and what further steps are available to you, as client.
- be committed to resolve client complaints by means of a fair and practical resolution process;
- take steps to investigate and respond promptly to the complaint
- deal with complaints in a timely and fair manner, with each complaint receiving due consideration in a process that is managed appropriately and effectively; and
- ensure that a full and appropriate level of redress is offered to the client, without delay, where the complaint is resolved in favor of the client.