What is a complaint?
A complaint is any dissatisfaction with a service or product that has been provided to you by Itransact Fund Managers (RF) (Pty) Ltd (“IFM”) that you wish us to attend to. It is different from a query which will typically be a request for product information, or for information regarding administrative arrangements.
How do I complain to IFM?
Please send us your complaint in writing, addressed to the Manager, using one of the following delivery mechanisms. (Our preference is that you email us for immediate action).
AOS House | 15 Philips Street| Ferndale | Randburg | South Africa | 2194
PO Box 4769 | Randburg | South Africa | 2125
F +27 (0)11 561 6812 | E [email protected]
Please include the following information:
- Your full names;
- Your portfolio number;
- Details of your complaint; and
- Any supporting documents which are relevant.
What will IFM do on receiving your complaint?
We will write back to you to confirm that we have received your complaint within three business days and will also give you the contact details of the person who will assist to resolve your complaint. We will promptly investigate your complaint and advise you of the outcome as soon as our investigation is completed. We will try to resolve your complaint within five business days of receiving it. However, it can take much longer to solve your complaint and if a delay is expected, we will inform you and keep you informed of the progress on a weekly basis until it is resolved. We will keep a detailed record of your complaint and all subsequent correspondence for as long as we are required to do so by any law.
What further steps are available if you are not happy with our response?
Should you be dissatisfied with our response, or we reject your complaint, you have the following further steps available:
Contact Details for the Financial Services Board (“FSB”)
PO Box 35655 | Menlo Park | 0102
T +27 12 428 8000 | F + 27 12 347 0221 | E [email protected] | F www.fsb.co.za
Complaints to the FAIS Ombudsman
If you believe that you complaint has not been dealt with in a satisfactory manner by IFM then the FAIS Ombudsman can be approached for complaints in respect of financial services in terms of the Financial Advisory and Intermediary Services Act (FAIS). In consideration of a complaint, the FAIS Ombudsman acts independently and objectively.
Contact Details for the FAIS Ombudsman
PO Box 74571 | Lynnwood Ridge | 0040
T +27 12 470 9080 | F + 27 12 348 3447 | E [email protected] | W www.faisombud.co.za