1. Complaints Resolution Policy and Procedure
   
   
2. Complaints Procedure
   
   
3. Availablilty of the FAIS Act
   
   
4. Client Complaint Form

COMPLAINTS RESOLUTION POLICY AND PROCEDURE

Complaints policy and commitment

• RBS is fully committed to:
  • Settling any complaint in terms of the FAIS (Financial Advisory and Intermediary Services) Act in a fair and transparent manner
    
  • Ensuring easy access for all our clients to the complaints resolution procedures
    
    
• RBS appreciate the effort clients take in bringing problems to our attention
  
  
• RBS will analyse complaints to enable us to take measures in eradicating areas of risk and poor service and to avoid recurrence of similar problems
  
  
• RBS will prioritise complaints to ensure speedy resolution and will ensure that sufficient manpower and resources are available for resolution of complaints
  
  
• RBS will ensure that the internal complaints resolution procedure makes provision for delegation of responsibilities and mandates to facilitate resolution of routine complaints
  
  
• RBS will ensure that there is provision to prevent escalation of serious complaints.

The FAIS Ombud’s role

• The FAIS Ombud wants to avoid replicating the rigid processes employed by courts in resolving disputes. The idea is to get to the truth of the matter without insisting on the formality of a court process. However, a determination made by the Ombud will be deemed to be a court judgment
  
  
• Once a complaint is accepted as legitimate by the Ombud’s office, he will levy a case fee of R1 000 on the Financial Service Provider (RBS)
  
  
• The client will not pay to take a complaint to the Ombud unless it is vexatious or frivolous, in which case the Ombud may impose a penalty.

COMPLAINTS PROCEDURE

The following are the procedures to be followed by Risk Benefit Solutions in the handling of all complaints received.

• We view complaints as a serious issue and all interactions with a complainant, be they our existing clients or third parties, are to be conducted with the highest possible level of courtesy and professionalism.
  
  
• Internally, all complaints will be managed by Michael Petersen - short term insurance or Graeme Brien - long term insurance
  

Lodge Complaint in Writing

Wherever possible complete the Risk Benefit Solutions Client Complaint Form (Annexure “A”) . if however your written complaint addresses all the question asked you may not need to complete this form. The form will be supplied to you on request.

Time Limits

• The FSP must acknowledge receipt of the complaint within three weeks if it cannot be resolved in that period
  
  
• The FSP must resolve the complaint within 6 weeks
  
  
• If after 6 weeks the complaint has not been resolved or not resolved to the client’s satisfaction the client may approach the Ombud
  
  
• The client must approach the Ombud within 6 months after the 6 week FSP resolution period.

AVAILABLITY OF THE FAIS ACT

The Act is available on the website of the Financial Services Board on www. fsb.co.za or toll free on 0800 - 10443

Contact details of the Ombud for Financial Service Providers

Click here to download Client Complaint Form.