Complaints resolution process for clients of Success Group in terms of the FAIS Act
Should you feel that any representative of Success has contravened or failed to comply with a provision of this Act, and that as a result thereof you have suffered or are likely to suffer financial prejudice or damage; or if any representative of Success has wilfully or negligently rendered a financial service to you which has, or is likely to cause prejudice or damage to you; or where you believe you have been treated unfairly, you have the right to complain.
As a first step your complaint must be lodged in writing with the compliance officer of Success, Mr Leonardo d’Onofrio. He can be contacted at firstname.lastname@example.org or on 011-325-4908
The Compliance Officer must acknowledge receipt of your complaint in writing to you
The Complaint must be recorded into a “complaints register” at Success (all relevant facts and supporting documentation must be kept on record too)
The complaint must be resolved within six (6) weeks of receipt
Should you not be entirely satisfied with the resolution of the complaint you may now complain to the Ombud for Financial Services Providers.
The Office of the Ombud will not investigate a complaint unless it has been lodged with the Compliance Officer of the Financial Services Provider first