Complaints procedure
We want to provide excellent customer service. Always. If for some reason we don’t, we want to make it right as quickly as possible
This is how we handle complaints relating to the Financial
Advisory and Intermediary Services (FAIS) Act.
Who should you complain to?
Who should you complain to?
If you have any complaints about the services provided to you by BetterCompare, you can write to us via post or email. In your letter, include your full name, identity number, and postal address, and as much information as possible about the nature of your complaint. Feel free to provide any supporting evidence of your complaint.
POST
BetterCompare
24 Flanders Drive
Mount Edgecombe
4300
CALL US
0315381716What to expect from us when we deal with your complaint
What to expect from us when we deal with your complaint
Your complaint will be handled in a timely and fair manner, with each complaint receiving proper consideration in a process that is managed appropriately and effectively.
You will always know the name of the person dealing with your complaint and you will be provided with their contact details.
We will acknowledge your complaint promptly by letter and aim to resolve it within three weeks.
If your complaint cannot be dealt with within three weeks from its receipt, we will write to you informing you of the reason/s for the delay and the time period required for completion, a minimum of an additional three weeks.
Investigation of complaints
Investigation of complaints
We will review all the evidence available to us to carry out a thorough and objective investigation. In some instances, we may ask you for further supporting evidence.
We will aim to assess the complaint fairly, consistently, and promptly to determine whether it should be upheld. If it is upheld, we will decide what remedial action or redress may be appropriate.
Final response letter
Final response letter
We will outline the details of the investigation and the outcome in a final response letter sent to you. This letter will either uphold the complaint and, where appropriate, offer redress or reject the complaint and give reasons for doing so.
The final response letter will also advise you of your right to refer the complaint to the FAIS Ombud if you are not satisfied with our response.
If you are not happy with our response, if we reject your complaint, or you do not hear from us within six weeks, the FAIS Ombud may be able to help you.
In any particular case, before the FAIS Ombud receives jurisdiction, should a client wish to complain, the client must first resort to the company’s internal complaint resolution system and procedure, as outlined above. After receiving a final response letter from us, you have six months in which to pursue the matter with the FAIS Ombud.
The office of the FAIS Ombud can be contacted at:
The office of the FAIS Ombud can be contacted at:
POSTAL ADDRESS
FAIS Ombud
P.O. Box 74571
Lynnwood Ridge
0040