COMPLAINTS PROCEDURE: Transparent Financial Services, FSP 42843

Schedule A of the FAIS General Code of Conduct contained in FAIS General Notice 706 of 2020, requires all FSPs to establish, maintain and operate an adequate and effective complaints management framework to ensure the effective resolution of complaints and the fair treatment of complainants.

The board of directors and key individuals are responsible for effective complaints management and must approve and oversee the effectiveness of the implementation of the complaints management framework.

Communications with complainants

Schedule A of the FAIS General Code of Conduct contained in FAIS General Notice 706 of 2020, requires all FSPs to establish, maintain and operate an adequate and effective complaints management framework to ensure the effective resolution of complaints and the fair treatment of complainants.

  • The complaint processes and procedures must be transparent, visible and accessible through channels that are appropriate to the provider’s clients. The procedure can be accessed from the following website transfin.co.za or the complainant can request a hardcopy from the planner/administrator concerned.
  • No charges may be imposed on you the complainant for laying a complaint;
  • All communication must be in plain language;
  • A single point of contact for the submission of complaints to us the provider must be provided, as above;
  • Written acknowledgement of our receipt of your complaint will be sent to you within five (5) working days.

You can submit your complaint to the following:

C/o Transparent Financial Services – Complaint Services

Address: PO Box 12722, The Tramshed, 0126

Telephone: (012) 338 2000

Email: complaints@transfin.co.za

Please ensure you include the details listed below in your complaint:

  • You, the complainant, must provide the following information in writing to us to ensure that we have the correct details and that the procedure is managed efficiently and effectively:
    • Your full names and reference numbers.
    • Your email, postal address and contact telephone/ cell numbers.
    • All relevant details of your complaint including the basis and reason for the complaint, with all relevant details, dates, etc.
    • We undertake to evaluate all written complaints equitably and will respond to your complaint as soon as we have completed our investigation.
    • All written complaints received will be reviewed and dealt with in a professional and proficient way.
    • We will endeavour to respond to your complaint in writing within twenty (20) working days from date of receipt of your complaint.
  • Having acknowledged receipt of your complaint within 5 business days from date of receipt of your complaint, we will promptly inform you of the process to be followed, including –
    • Contact details of the person that will be handling your complaint;
    • Indicative and, where applicable, prescribed timelines for addressing your complaint;
    • Details of the internal complaints escalation and review process if you are not satisfied with the outcome of your complaint;
    • Details of escalation of complaints to the office of the relevant Ombud as well as any applicable timelines; *
    • Details of the duties of us as the provider and rights of you the complainant as set out in the rules applicable to the relevant Ombud.
  • You will be kept adequately informed of –
    • The progress of your complaint;
    • Causes of any delay in the finalization of your complaint and revised timelines.

Decisions relating to complaints

  • You will be informed of the outcome in writing within a reasonable time from which the finding is made;
  • If a complaint is upheld, any commitment by us to make a compensation payment, goodwill payment or to take any other action will be carried out without undue delay and within agreed timeframes with you the complainant; and
  • If the complaint is rejected, the you will be provided with clear and adequate reasons for the decision and must be informed of any applicable escalation or review processes, including how to use them and any relevant time limits.

Escalation process

  • Administrator / Representative
  • Key Individual
  • Chief Executive Officer
  • Board of Directors

If you still feel that your complaint remains unsatisfied, you may refer your complaint to the relevant Ombud as set out here under:

Ombud's details:

Pension funds adjudicator

Address:           PO Box 651826, Benmore, 2010

Telephone:       087 942 2700

Fax:                  087 942 2644

Email:               enquiries-jhb@pfa.org.za

Long-term life Ombud:

Address:           Private Bag X45, Claremont,7735

Telephone:       (021) 657 5000

Fax:                    (021) 674 0951

Email:               info@ombud.co.za

FAIS Ombud details:

Address:           PO Box 74571, Lynwood Ridge, 0040

Telephone:       (012) 470 9080

Fax:                    (012) 348 3447

Email:               info@faisombud.co.za

FAIS ombud complaints

After a complaint is dismissed by an FSP, or failing resolution, you will receive a written explanation with reasons why your complaint has been dismissed.

After the FSP’s dismissal of your complaint and should you remain aggrieved, you may, within 6 months from date of dismissal, refer your complaint to the FAIS Ombud for adjudication in the prescribed format.

Please note that the FAIS Ombud has a monetary jurisdictional limit of R800 000.00. No claim in excess of R 800 000.00 will be considered unless:

  • You abandon the amount in excess of R 800 000.00 to bring your claim within the jurisdictional limit of the FAIS Ombud; or
  • There is consent between the parties to the FAIS Ombud entertaining your complaint.

Also please note that should you institute proceedings in a court of law, the FAIS Ombud will not investigate your complaint.

For FAIS complaints, you may lodge your complaint online together with supporting documentation via info@faisombud.co.za

Submit A Complaint