Stenham Property Division. Making a complaint in South Africa

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Edith Isabel Hunt
5 years ago
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1 Stenham Property Division Making a complaint in South Africa

2 Contents 1. Introduction 2. Complaints inbox 3. Complaints Handling Procedure 4. Record Keeping and Reporting

3 1. Introduction The Stenham Group is represented in South Africa by the following entities:- Stenham Asset Management Inc (FSP No: ) The Asset Management Division NB re South Africa: - There are separate, dedicated complaints procedures pertaining to SAM s activities in South Africa. Stenham Property Finance Limited (FSP No: ) The Property Division Together, Stenham South Africa. Stenham South Africa is required to operate a complaints handling procedure to enable it to respond appropriately to complaints received within stipulated time limits. 2. Complaints inbox Complaints against Stenham and its representatives can be submitted in writing or via . Complaints must be submitted to one of the following addresses:- In writing Complaints Stenham 8thFloor Cape Town Convention Tower c/o Coen Steytler and Heerengracht Avenue Cape Town 8001 South Africa Via complaintssa@stenham.com 3. Complaints Handling Procedure 3.1 All complaints received from a client, whether orally or in writing, must, in the first instance, be referred via by the Representative to the following:- 1. Stenham s Head of Compliance (Matthew Rae), 2. Richard Rattue of Compliserve (Stenham s registered Compliance Officer); and 3. depending on whether the complaint is either Asset Management or Property related, the relevant Key Individual as per the following:-

4 Asset Management Jonathan Osrin Property Neil Marais 3.2 In reporting the complaint, the date of receipt of the complaint must be included in the report. If there is any doubts as to whether a communication from a client is a complaint then consult with both Matthew Rae and Richard Rattue. At the same time, the Stenham Representative responsible for the client relationship must, within 24 hours of the compliant being received, send an acknowledgement letter to the client using the template contained at Appendix A). A A copy of these procedures must be included in the initial response. All of the persons listed in 1-3 above must be cc d in on the correspondence. 3.3 The complaint will be considered by the persons detailed on 1-3 above. If one of the Key individuals referred to above is directly involved in the complaint then an Asset Management Division or Property Division Director not directly involved in the subject matter of the complaint must be consulted in their place. All relevant documentation, including facts of the matter and client records, must be made available to the persons investigating the complaint. 3.4 Stenham South Africa aims to send a full response in writing within 10 working days. Due to exceptional circumstances, when this deadline cannot be met, Stenham South Africa may inform the client when he/she can expect a full response. 3.5 Responsibility for drafting the final written response rests with the Representative with the client relationship. The final, formal written response must be approved by the Compliance Officer and formally approved by the board of either (1) Stenham Asset Management inc; or (2) Stenham Property Finance Limited. 4. Record Keeping and Reporting 4.1 Marina Pienaar in the Stenham Cape Town office is responsible for maintaining Stenham South Africa s Record of Complaints. The Record of Complaints will be made available to Compliserve when conducting its annual audit 4.2 All complaints received must be included in the quarterly compliance reports sent to each board. 4.3 Stenham South Africa will retain records of complaints for a minimum period of six years from the date of its receipt of the complaint. The record will include details of the complainant, the substance of the complaint, and any correspondence between Stenham South Africa and the client.

5 Appendix A Acknowledgement letter Address of Complainant Dear [Enter name], Thank you for your [letter/ ] received in our office on [date]. I am sorry to learn that you have been dissatisfied with the service we have provided and can confirm that we will be conducting a thorough investigation into your concerns lead by. Please find enclosed a copy of our internal Complaints Procedure for your information. Please take time to read this as it explains how we will deal with your complaint and when we will contact you again. If you cannot settle your complaint with us, you are entitled to refer it to the office of the FAIS Ombudsman. The Ombudsman has been created to provide you with a redress mechanism for any inappropriate financial advice that you feel may have been given to you by a financial services provider Contact particulars of the Ombudsman: PO Box Lynnwood Ridge 0040 Tel Fax info@faisombud.co.za In the meantime, if you have any queries, please do not hesitate to contact me. Yours sincerely, [Name of Representative]

JLT EMPLOYEE BENEFITS SA COMPLAINTS PROCEDURE

JLT EMPLOYEE BENEFITS SA COMPLAINTS PROCEDURE 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