Complaints Resolution Procedure
Introduction:

We are a licensed Financial Services Provider with the authority to provide financial advice and intermediary services in terms of the Financial Advisory and Intermediary Services Act. As such we have certain specific duties to you, our clients. One of these duties is to offer you a formal complaints resolution system as per Section 17(a) of the General Code of Conduct, which will enable you to exercise your rights as provided for in the Financial Advisory and Intermediary Services Act.

We undertake to:

 
        Resolve client complaints in such a way that is fair to our clients, our FSP and our staff
        We undertake to inform all our clients of the procedures established for the internal resolution of their complaints, details of which will be given to them            in writing
        Resolve client complaints in such a way that is fair to our clients, our FSP and our staff
        We undertake to inform all our clients of the procedures established for the internal resolution of their complaints, details of which will be given to them            in writing
        We undertake to ensure easy access to our complaints resolution process at our offices, or by way of post, e-mail or telephone
        Empower and properly train the people in our FSP to deal with complaints, as well as with the escalation of non- routine complaints
        If necessary, appoint an independent mediator to resolve the complaint to the benefit of both the client and our FSP
        Deal with complaints in a timely and fair manner, with every complaint receiving proper consideration in a process that is managed                                            appropriately and effectively by the responsible staff member
        Offer appropriate remedy in all cases where a complaint is resolved in favour of a client
        Inform clients of their right to refer their complaints to the FAIS Ombud, should a complaint not be resolved to their satisfaction within six weeks from the          date on which the complaint is received
        Maintain records of all complaints received for a period of 5 years, which will specify the outcome of all the complaints lodged
        If so required, implement follow-up procedures to:
                       - Implement remedial actions to prevent similar complaints from occurring
                       - Improve services and procedures where necessary within the FSP


Definition of a Complaint:

Complaint means a specific complaint relating to a financial service rendered to the client on or after the 30th of September 2004, being the commencement of FAIS. A Complaint can be further defined as:

 
        not complying with the Financial Advisory and Intermediary Services Act and that you suffered financial prejudice as a result;
      
  intentionally or negligently given financial advice or rendered an intermediary service to you which caused prejudice or potential damage;
      
  treated you unfairly.


Submission of a Complaint:

Submit the complaint in writing and forward it to:
         Mr Paul West
         Megaphase Financial Services
         PO BOX 1769
         DURBANVILLE
         7550
         or
         Fax: 021 914 1343

         or
         Email: complaints@megaphasefs.co.za

The following details must be included with your complaint:

 
      1. Your name, surname and contact details;
      2. A complete description of your complaint;
      3. The name of the person or company who provided you with financial advice or an intermediary service;
      4. The date on which the matter complained about occurred;
      5. All documentation relating to your complaint;
      6. State how you would prefer to receive communication from us regarding your complaint i.e. by email, fax, post and please provide us with the e-mail                 address, fax number or address where you would prefer to receive such communication.
 

MEGAPHASE FINANCIAL SERVICES PTY LTD FSP NO. 45287  UNDERWRITTEN BY African Unity Life Limited FSP NO. 8447

COPYRIGHT © 2013-2016 MEGAPHASE FINANCIAL SERVICES. ALL RIGHTS RESERVED.

A Special thanks to Mossel Bay and National Legal for their loyal support over the last 4 years and 1 year respectively.