Complaints resolution policy

Transcription

1 Cmplaints reslutin plicy

2 Cntents page 1 Purpse 2 2 Scpe 2 3 Frequency f review and apprval 2 4 Backgrund 2 5 Purpse f plicy 2 6 Definitin f a cmplaint fr the purpses f this plicy 2 7 What is nt a cmplaint in terms f this plicy 3 8 Hw t submit a cmplaint 3 9 What infrmatin must be supplied in the cmplaint 3 10 Ashburtn s cmmitment f prcess n receipt f cmplaint 3 11 Ashburtn s undertaking 3 12 Unreslved cmplaints 4 13 Imprtant cntact details 4 1

3 1. Purpse Ashburtn Fund Managers (Prprietary) Limited, Ashburtn Investr Services (Prprietary) Limited, Ashburtn Management Cmpany RE (Prprietary) Limited and RMB CIS Manc (Prprietary) Limited ( cllectively referred t as Ashburtn Investments ), are regulated by the Financial Services Bard and have the respnsibility t implement an internal cmplaints reslutin system and prcedures which shall be gverned by this Cmplaints Plicy ( the Plicy ). 2. Scpe The Plicy will cver clients f Ashburtn Investments and financial services rendered by Ashburtn Investments. 3. Frequency f Review and Apprval The Plicy will be reviewed annually by the Ashburtn Cmpliance Department and if mdified it will be presented t the Ashburtn Audit, Risk and Cmpliance Cmmittee ( Ashburtn Investments ARC ) fr apprval. 4. Backgrund The FAIS 1 General Cde f Cnduct fr authrised financial services prviders, 2003 ( General Cde ) requires financial services prviders t implement an internal cmplaints prcedure and a reslutin system t enable clients t ldge cmplaints with Ashburtn Investments withut having t apprach the FAIS Ombudsman. Ashburtn Investments is als a member f ASISA 2 and as a member it has t cmply with the ASISA standard n cmplaints reslutin t ensure effective and fair reslutin f client cmplaints. 5. Purpse f Plicy The purpse f this Plicy is t: prvide guidance n the internal cmplaints reslutin prcess with regard t the financial services rendered by Ashburtn Investments; prmte transparency and visibility t clients regarding their cmplaints; ensure that clients are affrded accessibility t the prcess; ensure that the reslutin prcess is fair t all parties cncerned; and ensure speedy reslutin f a cmplaint. 6. Definitin f a cmplaint fr the purpses f this Plicy A cmplaint fr the purpse f the Plicy is a specific cmplaint relating t financial services rendered by Ashburtn Investments r any f its emplyees that are acting in their capacity as emplyees, whereby the cmplainant alleges that Ashburtn Investments has: cntravened prvisins f the FAIS Act and as a result the cmplainant has suffered r is likely t suffer financial prejudice r damage; 1 Financial Advisry and Intermediaries Act (45 f 2002) 2 Assciatin fr Savings and Investment SA 2

4 wilfully r negligently rendered a financial service t the cmplainant which has caused r is likely t cause financial prejudice r damage t the cmplainant; r treated the cmplainant unfairly. 7. What is nt a cmplaint in terms f this Plicy The Plicy nly deals with cmplaints regarding financial services prvided and d nt deal with any cmplaints that relate t financial prducts, the repudiatin f a claim r pr investment perfrmance. Cmplaints regarding a retirement fund and decisins made by the bard f trustees f a retirement fund are nt cmplaints in terms f this Plicy, and such cmplaints shuld be referred t the Principal Officer f the relevant retirement fund. 8. Hw t submit a cmplaint Any cmplaint against Ashburtn Investments must be submitted in writing. The frm f submissin may be by hand, pst, fax r as per details prvided at the end f the Plicy. 9. What infrmatin must be supplied in the cmplaint The fllwing details must be supplied in a cmplaint: The full names, ID/registratin number and cntact details f the cmplainant. The full names, ID/registratin number and cntact details f the client (if different frm the cmplainant). Full detail f the investment type and investment number, where applicable. Clear and specific details abut the nature f the cmplaint, which must include the fllwing infrmatin t enable Ashburtn Investments t deal with the cmplaint efficiently and fairly:- Sufficient and relevant facts; Dates; and Supprting dcumentatin. 10. Ashburtn Investments cmmitment n receipt f a cmplaint The cmplaint will be referred t the Ashburtn Investments Cmpliance Department wh will perfrm the fllwing: acknwledge receipt f the cmplaint in writing t the cmplainant within three wrking days; lg the cmplaint in the cmplaints register; the Cmpliance Department with the assistance f emplyees f Ashburtn Investments will investigate the cmplaint; the Cmpliance Department may assign the cmplaint t a relevant directr r manager t reslve the cmplaint and prvide feedback t the client; Ashburtn Investments will attempt t reslve the cmplaint within 6 weeks, the Cmpliance Department will advise the cmplainant in writing f the utcme f the cmplaint r reasns if the cmplaint culd nt be reslved and what further steps are available t the cmplainant; and a recrd f the cmplaint will be maintained fr a perid n less than 5(five) years. 11. Ashburtn Investments undertaking Cmmitted t reslving cmplaints in a manner that is fair and practical; T take steps t investigate and respnd prmptly t the cmplainant; Deal with cmplaints in a fair and timely manner, with each cmplaint receiving due cnsideratin; and 3

5 Where the cmpliant is reslved in favur f the cmplainant, t ensure that a full and apprpriate level f redress is ffered t the cmplainant, withut delay. 12. Unreslved Cmplaints If the cmplaint is nt reslved within 6 weeks f receipt, the Cmpliance Department will advise the cmplainant in writing that the cmplaint cannt be reslved and why the cmplaint culd nt be reslved. If the cmplaint cannt be reslved, the cmplainant may: Refer the matter t the FAIS Ombudsman within 6 mnths f Ashburtn Investments ntifying the cmplainant that the cmplaint cannt be reslved r within 6 mnths f Ashburtn Investments failure t deal with the claim. Refer the matter t either the Ombudsman fr Lng Term Insurance r the Pensin Funds Adjudicatr if it is apprpriate r falls within their jurisdictin. Seek legal advice frm an attrney regarding any legal actin that may be taken. Refer the matter t arbitratin r mediatin. 13. Imprtant cntact details Ashburtn Investments 4 Merchant Place 1 Fredman Drive Sandtn 2196 PO Bx Benmre 2010 FAIS Ombudsman Office PO Bx Lynwd Ridge 0040 Tel: Fax: (012) inf@faismbud.c.za Website: cmplaints@ashburtninvestments.c.za Website: Tel: (011) Fax: (011) Pensin Funds Adjudicatr Office 2 nd Flr Sandwn Huse Sandtn Clse 2 Sandtn 2196 Lng Term Insurance Ombudsman Office Private Bag X 45 Claremnt 7735 Tel: (011) Fax: (011) Tel: (021) Fax: (021)