PURPOSE OF THIS DOCUMENT

SA Micro Insurance Consultants is a Financial Services Provider (FSP) with the authority to provide financial advice and perform intermediary services as provided for in the Financial Advisory and Intermediary Services Act (FAIS Act).  

As such, we have to fulfil certain duties as to provide you a formal Complaints Resolution Process that will enable you to exercise your rights as provided for in the FAIS Act.  

The purpose of this document is to share with you the ways in which you can use our Complaints Resolution Process to your advantage.  

COMPLAINTS RESOLUTION PROCESS WHEN YOU SHOULD COMPLAIN

In the event that SA Micro Insurance Consultants, or any of our representatives, provided you with financial advice or an intermediary service where you feel that we or the representatives:

⚫ did not comply with the FAIS Act and caused you to suffer financial prejudice;  

⚫ intentionally or negligently provided financial advice or intermediary service which caused prejudice or damage, or is likely to cause damage;  

or

⚫ treated you unfairly.  

If you are not satisfied with the financial advice or intermediary service received from our appointed FSP, or one of their representatives, you may address your complaint for the attention of the Complaints Officer.  

SEND YOUR COMPLAINT IN WRITING TO

Moonstone PTY LTD

Compliance Officer: Anzél Jewaskiewitz

Tel No:  +(27) 21 883 8000

Cell Number:  +(27) 83 414 7503

E-mail: anzel@moontstonecompliance.co.za

www.moonstonecompliance.co.za  

INFORMATION REQUIRED

• Your name, surname and contact details.  
• A complete description of your complaint.  
• The name of the person who provided you with financial advice or an intermediary service.  
• The date on which the matter in question took place.  

All documentation relating to your complaint.  

Indicate how you would prefer to receive communication from us regarding your complaint, i.e by email, fax or post.  

COMPLAINT RECEIPT

• Within 24 hours of receiving your complaint, we will send you an acknowledgement of receipt.  

The name and contact details of the person who will consider your complaint.  

• You may expect a resolution to the complaint within 5 working days of your complaint.  
• If your complaint is of a complex nature, we may take longer to resolve this, up to 30 days, however we will keep you regularly updated so that you know exactly who is taking ownership of your complaint.  

FAIS OMBUDSMAN COMPLAINT REFERRAL

• Should a resolution reached by SA Micro Insurance Consultants not be to your satisfaction, after receipt of the final response from SA Micro Insurance Consultants you can refer the matter to the FAIS Ombudsman.  
• The FAIS Ombudsman will not investigate a complaint if, before the date of receipt of the complaint by the FAIS Ombudsman, or during an investigation by the FAIS Ombud, the complainant institutes proceedings in a court regarding the subject matter of the complaint.  

FAIS OMBUD

P.O. Box 74571, Lynnwood Ridge, 0040

t: 012 470 9080/99

f: 012 348 3447

e: info@faisombud.co.za

SA Micro Insurance Consultants will, on an ongoing basis, investigate the nature of complaints received and ensure that preventative measures are put in place, to avoid future occurrence of similar and other complaints.  

SA Micro Insurance Consultants

Unit 2003, One Thibault, Corner of Hans Stijdom Avenue and Long Street

Cape Town, 8001

+27 21 010 7007

info@samicroinsurance.com