JLT EMPLOYEE BENEFITS SA COMPLAINTS PROCEDURE

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Ezra Cain
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1 JLT EMPLOYEE BENEFITS SA COMPLAINTS PROCEDURE

2 JLT EMPLOYEE BENEFITS COMPLAINTS PROCEDURE INTRODUCTION As per Section 16, part XI of the FAIS General Code of Conduct, as pertains to Complaints, a provider or representative must: a) handle complaints from clients against either of them in a timely and fair manner; take steps to investigate and respond promptly to such complaints; and b) where such a complaint is not resolved to the client s satisfaction, advise the client of any further steps which may be available to the client in terms of the Act or any other law. The Financial Advisory & Intermediary Services Act 2002 deals with complaints in some length. Specifically section 27(1) Receipt of Complaints, prescription, jurisdiction and investigation. All licensed financial service providers (FSP s) are required to have systems in place for the purpose of timeous and efficient resolution of complaints within the specified timeframes. Definition of Complaint: Complaint means a specific complaint relating to a financial service rendered to the client on or after the date of commencement of FAIS, alleging that JLT Employee Benefits SA ( JLT EB ): Contravened or failed to comply with a provision of FAIS and that, as a result, the client has suffered financial prejudice or damage; Wilfully or negligently rendered a financial service to the client which was caused prejudice or damage to the client or which is likely to result in such prejudice or damage; or Treated the client unfairly. FORMALLY LODGING A COMPLAINT The client is requested to lodge a complaint in writing to: tara_langdon@jltgroup.com Postal: JLT Employee Benefits SA Complaints P O Box 465 Cramerview 2060 Please attach any relevant documentation. 2

3 JLT EMPLOYEE BENEFITS SA INTERNAL COMPLAINTS PROCEDURE On receipt of a written formal complaint, JLT follows the following procedure: Log the date and contents of the compliant in the Complaints Register. If the complaint is not in writing, request the client to lodge the complaint in writing. Acknowledging receipt of the complaint in writing within 5 days of receipt and provide the client with name(s) and contact details of the staff responsible for the resolution of the complaint. JLT EB further commits to being completely fair and unbiased in its assessment of the complaint and the surrounding circumstances. All evidence for or against the complainant will be collated and assessed and included in our formal response. If the complaint cannot be resolved immediately, send the client a written summary of the steps to be taken to resolve the matter and expected date of resolution. If unable to resolve the complaint within 3 weeks of logging the complaint on the Complaints Register, notify the client by means of a written acknowledgement. This will outline the current status of the complaint and the expected date of final resolution. If unable to resolve the complaint within a further 3 weeks of the written acknowledgement (6 weeks since complaint logged), notify the client giving full written reasons as to why the outcome was not favourable, and advise the client of their right to seek legal redress by referring the complaint to the Office of the Ombudsman. Notify the complainant that he/she has 6 months of receipt of such notification to refer the matter to the Financial Ombud. The Ombud's name, address and other contact details will be provided and are provided here under. Update the register with all developments/activities. All formal complaints are reported to JLT EB s CEO, Tyrone Farinha. Misconduct on the part of an JLT EB representative will result in that representative being subject to JLT EB s internal disciplinary measures, where, depending on the severity of the misconduct, may result in the debarment of said representative. When lodging a formal complaint, a member is required to first lodge the complaint with the relevant Financial Services Provider where the initial failure in service was experienced. Complaints Process Flow Client lodges If complaint is not in writing, ask for a written complaint Complaint received, validated and logged as a new Complaint on Complaints register Acknowledge receipt of complaint in writing within 5 working days Complaint assigned and investigated Resolve the complaint immediately or take the necessary action and advise the client of steps taken and 3

4 expected date of resolution Update the complaints register with all developments / activities Inform client in writing of the resolution of the complaint and the outcome Notify the client if complaint is not resolved within 3 weeks advise on status of the complaint Notify the client of final outcome. This must be no later than 6 weeks since the complaint was logged / Advise client of other options Formally lodging a complaint with a Retirement Fund: Please contact the Retirement Fund to request a copy of their formal complaints procedure This document may also be available on their website. Formally lodging a complaint with the Pension Funds Adjudicator: The Pensions Fund Act mandates the Pension Funds Adjudicator ( PFA ), among other duties, to investigate complaints and settle disputes relating to Retirement Funds, Retirement Fund administrators or Retirement Fund brokers. If you are unsatisfied with the way in which the Financial Services Provider handled your complaint, the Adjudicator will be able to assist you. Complaints procedures and forms are available on the PFA website. You may write or (via their website) the PFA Complaints Unit providing them with relevant details of the complaint. The complaint may be sent to: Deliver: 4th Floor Riverwalk Office Park Block A, 41 Matroosberg Road Ashlea Gardens PRETORIA SOUTH AFRICA 0081 Post: P.O. Box 580, MENLYN, 0063 Tel: / Fax: Website: 4

5 FAIS and PPR Compliance Related Complaints: For any complaints relating to FAIS or Policyholder Protection Rules compliance, a member may contact JLT EB s Compliance Officer: Suzette Appalsamy Moonstone Compliance (Pty) Ltd Post: P.O. Box Die Boord Stellenbosch 7613 Tel: Fax: sappalsamy@moonstonecompliance.co.za Web: If the matter is not resolved to your satisfaction, you may address your queries to the FAIS Ombud, Ms. Noluntu Bam. It is important to note that the office of the FAIS Ombud has jurisdiction and extended powers to investigate complaints and make rulings regarding broker conduct on strength of the licensing of financial services providers in terms of the FAIS Act. The relevant contact details are below: Post: PO Box Lynnwood Ridge 0210 Tel: / / Fax: info@faisombud.co.za / faiscomplaints@fsca.co.za / faisinfo@fsca.co.za Version Date Author Details 1 29 March 2016 T Langdon Created July 2016 T Langdon Updated & contact information April 2018 T Langdon CO update and change of FSB to FSCA 5

Hollard Complaints Management Procedure

Hollard Complaints Management Procedure At Hollard, we are committed to resolving your complaint in a courteous, timely and fair manner. We aim to acknowledge and resolve your complaint with comprehensive