COMPLAINTS PROCEDURE

Asande Wealth Management (Pty) Ltd FSP License No: 50155 Treating Customers Fairly (TCF) Commitment
  1. Our Commitment to Fair Treatment
At Asande Wealth Management, we are committed to Treating Customers Fairly (TCF) in accordance with the Financial Sector Conduct Authority’s (FSCA) outcomes. We believe that open communication and prompt resolution of concerns are essential to maintaining trust and delivering quality service.
If you have a complaint about our services, advice, or conduct, we encourage you to contact us directly so we can resolve the matter promptly and fairly.
  1. How to Lodge a Complaint with Us
Step 1: Contact Your Advisor or Representative Start by discussing your concern with the representative or advisor who provided the service. Many issues can be resolved quickly through direct communication.
Step 2: Escalate to Management If you are not satisfied with the initial response, please contact our Client Relations team
Email: info@asandegroup.co.za Telephone: 012 942 7900 Postal Address: 75 George Storrar Drive, Groenkloof, Pretoria, 0181 Attention: Compliance Officer / Key Individual
What to Include in Your Complaint:
  • Your full name and contact details
  • Your client/reference number (if applicable)
  • A clear description of the issue, including dates and relevant documentation
  • The outcome you are seeking
  • Any previous correspondence about the matter
Step 3: Our Response Process Upon receiving your complaint, we will:
  1. Acknowledge receipt within 3 business days
  2. Investigate the matter thoroughly and impartially
  3. Provide a written response within 30 calendar days (or advise you of any delay and reasons)
  4. Explain our decision and any remedial action we propose
  5. Inform you of your right to escalate if you remain dissatisfied
  6. External Dispute Resolution: FAIS Ombud
If we are unable to resolve your complaint to your satisfaction, or if we fail to respond within the stipulated timeframes, you have the right to refer your complaint to the Office of the FAIS Ombud.
About the FAIS Ombud:
  • An independent statutory body established under the FAIS Act
  • Provides a free, accessible dispute resolution mechanism for consumers
  • Can investigate complaints about financial advice, intermediary services, and conduct of FSPs
How to Contact the FAIS Ombud: Office of the FAIS Ombud Email: info@faisombud.co.za Telephone: 0860 663 274 (toll-free) Website: www.faisombud.co.za Postal Address: Private Bag X28, Lynnwood Ridge, 0040 Physical Address: 1272 Hatfield Street, Hatfield, Pretoria, 0083
Before Approaching the FAIS Ombud:
  • You must first have attempted to resolve the complaint directly with us
  • The complaint must relate to financial advice or intermediary services provided under the FAIS Act
  • The complaint must be referred within 6 months of our final response (or failure to respond)
  1. Other Regulatory Bodies
Depending on the nature of your complaint, you may also approach:
Financial Sector Conduct Authority (FSCA) Jurisdiction: Licensing, conduct supervision, systemic issues Contact: enforcement@fsca.co.za | www.fsca.co.za
Information Regulator Jurisdiction: POPIA/PAIA complaints (privacy, access to information) Contact: inforeg@justice.gov.za | 012 406 4818
National Credit Regulator (NCR) Jurisdiction: Credit agreements, debt counselling Contact: complaints@ncr.org.za | 0860 627 627
Long-Term Insurance Ombud Jurisdiction: Disputes with life insurers, retirement funds Contact: info@ombud.co.za | 0860 103 236
Short-Term Insurance Ombud Jurisdiction: Disputes with short-term insurers (car, home, etc.) Contact: info@osti.co.za | 0860 727 111
  1. Record Keeping and Confidentiality
  • All complaints are recorded in our central register for monitoring and reporting purposes
  • Complaints are treated confidentially and only shared with personnel involved in resolution
  • We use complaint data to identify trends, improve processes, and enhance service delivery
  • Your personal information is handled in accordance with our Privacy Policy and POPIA
  1. Complaints Statistics (Annual Disclosure)
In the interest of transparency, we disclose the following summary of complaints received:
Period: [Year] Total Complaints Received: [Number] Resolved Internally: [Number] Referred to FAIS Ombud: [Number] Average Resolution Time: [X] days
Updated annually. Latest statistics available on request.
  1. Your Rights When Complaining
You have the right to:
  • Be treated with respect, fairness, and without discrimination
  • Receive clear information about the complaints process
  • Be kept informed of the progress of your complaint
  • Receive a reasoned decision within reasonable timeframes
  • Escalate unresolved complaints to an independent ombud or regulator
  • Withdraw your complaint at any time
  1. Contact Us
For assistance with lodging a complaint or queries about this procedure:
Asande Wealth Management (Pty) Ltd Compliance Officer / Key Individual Email: info@asandegroup.co.za Telephone: 012 942 7900 Address: 75 George Storrar Drive, Groenkloof, Pretoria, 0181 Website: www.asandegroup.co.za
This Complaints Procedure is reviewed annually and forms part of our Treating Customers Fairly (TCF) framework.
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