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Complaints Procedure

Complaints Procedure

 

FC Financial Services (Pty) Ltd is committed towards rendering financial services with proper due skill and diligence and in the best interests of its clients and the integrity of the financial services industry. FC Financial Services (Pty) Ltd is committed towards a transparent and accessible complaints resolution process that is fair to all parties involved. To achieve these outcomes, we have structured our complaints resolution procedure as follows.

 If any client of FC Financial Services (Pty) Ltd is unhappy with services received from our office or representatives, please submit your complaint in writing to info@fcfin.co.za.

 

  • The appropriate procedures to submit a complaint will be openly disclosed and made readily available to clients in writing
  • We will resolve client complaints by means of a practical resolution process that is managed effectively
  • We will deal with complaints in a timely and fair manner, with each compliant receiving proper due consideration
  • We will take the necessary steps to investigate and respond promptly to a complainant
  • Where deemed necessary, we will appoint an independent mediator to resolve the complaint
  • Where the complaint is resolved in favour of the complainant, we will offer the appropriate level of redress to the complainant without delay
  • We will maintain a record of all complaints for a period of 5 years together with an indication of whether the complaint has been resolved
  • We will investigate, and where necessary, take appropriate action in order to avoid and prevent similar circumstances that gave rise to the complaint
  • As soon as the complaint is received in writing, proceed to record the complaint in the FSP’s Complaints Register within 1 working day
  • Provide the complainant with written acknowledgement of receipt of the complaint within 1 working day
  • The Complaint Dispute Facilitator will investigate the complaint and review the file/transaction which gave rise to the complaint
  • The Complaint Dispute Facilitator will discuss his or her preliminary findings with all internal parties concerned
  • Revert to the complainant with preliminary findings and request supporting documents and/or additional information from the complainant where necessary within seven working days. In all instances provide reasons for any decisions taken and communicate any anticipated deviation from the specified timelines
  • Where necessary the matter will be referred to the relevant product supplier for a response and the complainant will be informed of this development
  • The Complaints Dispute Facilitator will, in consultation with the management committee and Compliance Officer formulate a joint response to the complaint. Where deemed necessary an independent mediator will be appointed
  • Revert to the complainant with a proposed solution with the option of escalating the matter to the Managing Director of the business within fourteen working days of receipt of the complaint. In all instances provide reasons for any decisions taken and communicate any anticipated deviation from the specified timelines
 
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