Ons by Gemoedsrus is trots Afrikaans en ons koester ons moedertaal. Hierdie wetlike dokumentasie word egter bestuur en onderhoud deur ons ontwikkelingspan in Indië. Om akkuraatheid, konsekwentheid en doeltreffende instandhouding te verseker, bied ons hierdie bladsye in Engels aan.
Ons liefde vir Afrikaans is ononderhandelbaar — dis hoekom Frik steeds in Afrikaans met jou gesels op ons hoofblad. Hierdie tegniese en wetlike bladsye is bloot makliker om in Engels te bestuur en op datum te hou. Baie dankie vir jou begrip.
RoxWealth (Pty) Ltd, trading as Gemoedsrus ("the Company"), is a licensed Financial Services Provider (FSP No. [Number]) and is committed to providing excellent service to all clients. We recognise that there may be occasions where our service does not meet your expectations, and we take all complaints seriously.
This Complaints Procedure is established in compliance with Section 17 of the General Code of Conduct for Authorised Financial Services Providers and Representatives, under the Financial Advisory and Intermediary Services Act 37 of 2002 (FAIS). It outlines the process for lodging, handling, and resolving complaints.
In terms of the FAIS Act and the General Code of Conduct, a "complaint" means a specific complaint relating to a financial service rendered by the Company or its representatives to the complainant, in which it is alleged that the Company or representative:
A complaint does not include a general enquiry, a request for information, or a disagreement with the outcome of an insurance application where the decision was made by the product provider (insurer). For product-provider-specific complaints (e.g., claim disputes with PPS, Liberty, Sanlam, or Hollard), we can assist you in lodging a complaint directly with the relevant insurer.
Complaints may be submitted through any of the following channels:
| Email (Preferred) | complaints@gemoedsrus.co.za |
|---|---|
| Phone | [Phone Number] |
| Post | [Registered Business Address] |
| In Person | By appointment at our registered office |
When submitting a complaint, please include the following information:
Our internal complaints process follows these steps:
We will acknowledge receipt of your complaint in writing within 3 business days. You will receive a complaint reference number for tracking purposes.
The Complaints Officer will review your complaint, gather relevant information, and investigate the matter. This may involve reviewing records, consulting with relevant staff, or contacting third parties (e.g., product providers).
We aim to resolve complaints within 15 business days of receipt. If the complaint is complex and requires additional time, we will inform you and provide regular progress updates at intervals of no more than 10 business days.
Upon conclusion of the investigation, you will receive a written response outlining our findings, the decision reached, and any remedial action to be taken. If the complaint is upheld, we will detail the steps to remedy the situation. If the complaint is not upheld, we will provide clear reasons for the decision.
If you are not satisfied with the outcome, you have the right to escalate the matter to the FAIS Ombud or the Financial Sector Conduct Authority (FSCA) as described in Section 6 and 7 below.
All complaints are handled by our designated Complaints Officer:
| Complaints Officer | [Name] |
|---|---|
| complaints@gemoedsrus.co.za | |
| Phone | [Phone Number] |
If you are not satisfied with the outcome of our internal complaints process, you may refer the matter to the Office of the FAIS Ombud. The FAIS Ombud is an independent dispute resolution body established under the FAIS Act to resolve complaints between clients and financial services providers.
Please note that the FAIS Ombud generally requires that you first exhaust the internal complaints procedure of the financial services provider before accepting a complaint. Please allow us the opportunity to resolve your complaint internally before escalating.
Contact details for the FAIS Ombud:
| Office | Office of the FAIS Ombud |
|---|---|
| Phone | 012 762 5000 / 012 470 9080 |
| Fax | 012 348 3447 |
| info@faisombud.co.za | |
| Website | www.faisombud.co.za |
| Address | Sussex Office Park, Ground Floor, Block B, 473 Lynnwood Road, Pretoria, 0081 |
When filing a complaint with the FAIS Ombud, you will typically need to provide:
You may also lodge a complaint with the Financial Sector Conduct Authority, particularly in cases involving regulatory non-compliance:
| FSCA | Financial Sector Conduct Authority |
|---|---|
| Phone | 0800 110 443 (toll-free) |
| info@fsca.co.za | |
| Website | www.fsca.co.za |
If your complaint relates specifically to an interaction with our AI assistant Frik (via chat or phone), please include the following information in your complaint:
We treat complaints about AI-generated interactions with the same seriousness as complaints about human advisor interactions. All AI interactions are logged and can be reviewed as part of the investigation process.
In accordance with the FAIS Act and General Code of Conduct, Gemoedsrus maintains a complaints register recording all complaints received, the nature of each complaint, the date of receipt, the steps taken to resolve the complaint, and the outcome. These records are retained for a minimum of 5 years and are available for inspection by the FSCA.
We are committed to treating all complaints fairly, transparently, and without prejudice. Lodging a complaint will not negatively affect your existing relationship with Gemoedsrus or the services we provide to you. We view complaints as opportunities to improve our service and maintain the trust of our clients.
Acknowledgement: Within 3 business days • Resolution target: Within 15 business days • Progress updates: Every 10 business days for complex matters • Written outcome: Upon conclusion of investigation
| Contact | Details |
|---|---|
| Gemoedsrus Complaints | complaints@gemoedsrus.co.za | [Phone] |
| FAIS Ombud | info@faisombud.co.za | 012 762 5000 |
| FSCA | info@fsca.co.za | 0800 110 443 |
| Information Regulator | enquiries@inforegulator.org.za |