Complaints Policy

About us

Chartered Employee Benefits (Pty) Ltd, Registration Number: 1999/021569/07 (“Chartered”) is an authorised Financial Services Provider (FSP No. 24323). Chartered is committed to building a long-term relationship with our clients that is based on fair business practices, honesty and trust. In light of this, Chartered has established an internal complaints policy for the resolutions of complaints.

What is a complaint?

In terms of the Financial Advisory and Intermediary Services Act, 37 of 2002 (“FAIS”), a complaint is defined as any expression of dissatisfaction from a client or prospective client relating to a financial service rendered by an authorised Financial Services Provider or representative thereof to the complainant.

The complaint should allege that the provider or representative:

• Has contravened or failed to comply with the provisions of FAIS and that as a result thereof the complainant has suffered or is likely to suffer financial prejudice or damage;
• Has wilfully or negligently rendered a financial service to the complainant which has caused prejudice or damage to the complainant or which is likely to result in such prejudice or damage;
• Has treated the complainant unfairly.

How to submit a complaint

Should you wish to make a complaint or provide feedback, you may contact us at the following address. All complaints must be put in writing.

Compliance Officer
Chartered Employee Benefits
2 North Road
Dunkeld West
Johannesburg
2196

E-Mail: compliance@charteredwealth.co.za

Tel: +27(0) 11 502 2800

What happens once you have submitted your complaint?

Upon receiving your complaint, the Compliance Officer will:

• Log your complaint in our internal complaints’ register that is regularly maintained and send you an acknowledgement of receipt within 3 working days of receiving your complaint.
• Request further documents/information and investigate the complaint.
• Finalise the outcome of the investigation and provide you with a written response indicating:
  • Full and appropriate redress; or
  • Reasons why the complaint could not be finalised.

When will your complaint be finalised?

Once your complaint has been received by the Compliance Officer and you have been sent an acknowledgement of receipt, Chartered will finalise any necessary investigations and provide you with a final response within 6 weeks. A complaint is only deemed to be finalised once a final response has been provided to you and consensus as to the outcome has been reached.

If your complaint cannot be resolved within 6 weeks, Chartered will inform you of this and advise on the status of the investigation and provide you with an expected timeline.

Should you not be satisfied with Chartered’s final response, you may refer your complaint to the FAIS Ombud at the details below, but you may only do so within 6 months of receiving Chartered’s final response.

The FAIS Ombud may not consider your complaint if:

• The amount claimed is in excess of R800 000;
• The complaint relates to an act or omission which occurred prior to the date of the commencement of FAIS (being 15 November 2002);
• The matter is under litigation;
• The complaint was not referred to the FAIS Ombud within 6 months of Chartered’s final response.

Record Keeping

In accordance with FAIS, all complaints and complaint-related information will be retained by Chartered for a period of at least 5 years from the date of receipt of the complaint. This may include personal information relating to the complainant and the details of the complaint as well as all related correspondence.