COMPLAINTS PROCEDURE: GUIDELINES FOR CLIENTS
The purpose of this document is to provide clients with information on how to lodge a complaint.
Coronation is committed to handling client complaints in a timely and fair manner and has implemented systems and procedures to satisfy this commitment
This document has been formulated in accordance with the provisions of the Financial Advisory and Intermediary Services Act, 37 of 2002 (“FAIS”), the relevant provisions contained in the Collective Investment Schemes Control Act, 45 of 2002 (“CISCA”), the Long-term Insurance Act, 52 of 1998 and the Policyholder Protection rules issued thereunder (“LTIA”), as well as the principles embodied in the “Treating Clients Fairly” (“TCF”) initiative published by the Financial Services Board.
Commitment to Client Service
Our commitment is to provide excellent service to our clients.
All complaints are taken seriously and we aim to resolve complaints to the satisfaction of our clients wherever possible.
This document applies to all South African subsidiaries and affiliates of the Coronation group.
Any client may lodge a complaint in the manner described in this document
Definition of Complaint
For the purposes of this document a “complaint” means a specific complaint relating to a financial service rendered by Coronation or any of its representatives to the complainant.
The complainant must allege in the complaint that Coronation or its representative:
- has contravened or failed to comply with a provision of applicable legislation and that as a result thereof the complainant has suffered or is likely to suffer financial prejudice or damage; or
- has wilfully or negligently rendered a financial service to the complainant which has caused prejudice or damage to the complainant or which is likely to result in such prejudice or damage; or
- has treated the complainant unfairly.
Complaints which do not satisfy the above definition, while always taken very seriously, will not necessarily follow the procedure outlined in this document.
Receiving of a Complaint
Clients may complain by telephone, however, to ensure that all complaints are properly understood and speedily dealt with, clients are urged to submit complaints, where possible, in writing (via email, fax or letter).
Clients may complain by:
- Email to firstname.lastname@example.org;
- Fax to: 021 680 2500
- Letter to: Coronation Fund Managers, PO BOX 44684, Claremont, 7735
- Phone to: 0800 22 11 77
The complaint must contain all relevant information and copies of relevant documentation must be attached to the written complaint.
Coronation will confirm receipt of a complaint to the complainant within 48 hours of receipt. Coronation will also endeavour to provide the complainant with a time frame within which it is likely to complete its investigation into the complaint but, depending on the complexity of the complaint, this may not always be possible.
Resolution of a Complaint
Coronation will endeavour to resolve all complaints received in a timely and fair manner.
Where a complaint is resolved in favour of the complainant, a full and appropriate level of redress will be offered in writing as soon as possible.
Where a complaint has not been resolved in favour of the complainant within six weeks of receipt of the complaint, Coronation will send a communication that addresses all the issues and advises the complainant:
- that the complaint may be referred to the FAIS Ombud or other relevant adjudicator if the complainant wishes to pursue the complaint, together with the contact details of such adjudicator; and
- that it should be done within 6 months of receipt of such notification.