COMPLAINTS PROCEDURE

To lodge a complaint, the client must send their complaint in writing to our complaints department at [email protected], with the following information:

• Client name, surname, and contact details;

• A complete description of the complaint;

• The name of the representative who rendered financial services to the client;

• The name of the representative who provided the client with services that resulted in the client suffering a financial loss;

• The date on which the matter occurred;

• All the supporting documentation relating to the client’s complaint;

• Preferred method of communication e.g. email.

PROCEDURE FOR RECEIVING A COMPLAINT

The following step-by-step guideline outlines the procedures we will follow to address a complaint once it is received by us:

As soon as Stock Capital receives the complaint, it will be lodged in our central complaints register and confirmation of receipt will be sent to you. We will also provide the particulars of the person who is dealing with the complaint. The complaint will immediately be drawn to the attention of the Internal Compliance Officer who will investigate the complaint and communicate with you to ensure that it is resolved within thirty (30) working days from receipt thereof.If a complaint is upheld, any action to be taken will be carried out without delay. If a complaint is rejected, you will be provided with clear and adequate reasons for the rejection.

In the event that you are not satisfied with the resolution or outcome, you may refer your complaint to Lisa Brunton.Should you find the outcome unsatisfactory even after the complaint has been escalated to management, we will consider it unsatisfactorily resolved. In such circumstances, you have the option to seek redress through the office of the Ombud for Financial Services Providers or pursue any alternative course of action recommended by your legal advisors.

The referral to the Ombud's office must adhere to the regulations stipulated in section 21 of the Financial Advisory and Intermediary Services Act of 2002 and the rules established in accordance with that section.

If you intend to submit a case to the Ombud, it is essential to do so within a six-month timeframe. Please note that the Ombud will not adjudicate on matters exceeding a value of R 3.5 million.

The Ombud may be contacted at the following address:

Baobab House, Eastwood Office Park, Lynnwood, Pretoria, 0081

Telephone number:
+27 12 762 5000/
+27 12 492 9711/
0860 066 3274

E-mail:
[email protected]

Website:
www.faisombud.co.za

Please note that all communication pertaining to complaints will be conducted in writing by the authorised personnel named herein.