WHAT IS A COMPLAINT?
A complaint is a specific grievance relating to authorised financial services.
WHAT COMPLAINTS CAN BE BROUGHT TO THE OFS?
WHO CAN BRING A COMPLAINT?
The OFS can only receive complaints between a non-bank FSP and a consumer who can be either:
- Any person (s) including all those acting as a lawful representative or personal individual;
- Any business;
- Corporate trustee/Management Board/administrator of a self-managed retirement fund;
- A club or incorporated association;
- Policy holder of a group life or general insurance. and / or
- A stakeholder as defined in Section 2 of the Financial Services Regulatory Act, 2010.
AGAINST WHOM CAN A COMPLAINT BE LODGED?
Your complaint may be against a:-
|Central Securities Depository||Collective Investment Scheme||Credit Bureau|
|Dealer||Representative of a Dealer||Fund Administrator|
|Insurance Agent||Insurance Broker||Insurer|
|Investment Advisor||Pawnbroker||Medical Aid Scheme|
|Medical Aid Scheme Provider||Nominee||Pension Fund|
|Retirement Fund||Provident Fund||Securities Exchange|
|Trustee of a Retirement Fund||Representative of an Investment Advisor||Manager of a Collective Investment Scheme|
HOW TO LODGE A COMPLAINT
All complaints must be lodged in writing with your non-bank FSP before we can begin our investigation into your complaint.
If you are still not satisfied with your non-bank FSP’s response to your complaint or if they have not responded to your complaint within 30 days from the date you lodged it, then you may lodge your complaint with the OFS provided we have seen proof that your matter has been initially raised with your non-bank FSP.
If you would like to lodge a complaint with us you can download our complaint form(in English or SiSwati) and forward us sworn copies of your form via fax, post or email together with any supporting documents and/or information relevant to the Complaint. You can also find an additional form for multiple complainants here.
Alternatively you can call us or come to our offices for a consultation.
A complaint form may be completed at our offices or forwarded by fax, post or email together with all the relevant documents.
To find out more about the types of complaints we cannot deal with and the Rules and restrictions that may apply – for example, on the time limits for bringing a complaint- please contact our offices directly.