We aim to provide you with excellent service at all times if we do fail to meet your expectations in some way, we want the opportunity to put things right as quickly as possible.
The following information summarizes how we handle complaints relating to the Financial Advisory and Intermediary Services (FAIS) Act.
WHO SHOULD YOUR COMPLAINT BE ADDRESSED TO?
If you have any complaint about the services provided to you by Better Compare, you can write to us in the following ways, giving as much information as possible about the nature of your complaint and providing any supporting evidence of your complaint.
24 Flanders Drive
4300 RL Daly Building
In your communication please provide us with your Full Name, Identity Number and your postal address for verification purposes.
WHAT TO EXPECT FROM US WHEN WE DEAL WITH YOUR COMPLAINT
Your complaint will be handled in a timely and fair manner, with each complaint receiving proper consideration in a process that is managed appropriately and effectively.
You will always know the name of the person dealing with your complaint and you will be provided with their contact details.
We will acknowledge your complaint promptly by letter and aim to resolve your complaint at the earliest opportunity to do so within three weeks.
Where your complaint cannot be dealt with within three weeks from its receipt, we will write to you informing you of the reason/s for the delay and the timescale required for completion at a minimum of an additional three weeks.
INVESTIGATION OF COMPLAINTS
We will review all the evidence available to us to carry out a thorough and objective investigation. In some instances, we may ask you for further supporting evidence.
We will aim to assess the complaint fairly, consistently and promptly to determine whether it should be upheld. If it is to be upheld, we will decide what remedial action or redress may be appropriate.
FINAL RESPONSE LETTER
We will outline the details of the investigation and the outcome within a Final Response letter sent out to you. This letter will either uphold the complaint and where appropriate offer redress or reject the complaint and give reasons for doing so.
The Final Response Letter will also advise you of your right to refer the complaint to the FAIS Ombud if you are not satisfied with our response.
If you remain dissatisfied with our response to your complaint
If you are not happy with our response, if we reject your complaint or you do not hear from us with six weeks, the FAIS Ombud may be able to help you.
In any particular case, before the FAIS Ombud receives jurisdiction, should a client wish to complain, the client must first resort to the firm's internal complaint resolution system and procedure, as outlined above. You have six months where you do receive a Final response letter from us, to pursue the matter with the FAIS Ombud
The office of the FAIS Ombud may be contacted at:
Postal Address FAIS Ombud
P.O. Box 74571
012 762 5000 / 0860 663 247