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.
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:
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.
Chartered Employee Benefits
2 North Road
Tel: +27(0) 11 502 2800
Upon receiving your complaint, the Compliance Officer will:
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.
|ADDRESS DETAILS||Kasteel Park Office Park, Orange Building, 2nd Floor, 546 Jochemus Street, Erasmus Kloof, Pretoria, 0048
P.O Box 74571, Lynwood Ridge, 0040
|CONTACT DETAILS||Tel: 012 762 5000 / 012 470 9080
Fax: 012 348 3447 / 012 470 9097 / 086 764 1422
The FAIS Ombud may not consider your complaint if:
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.