Chartered Wealth Solutions (Pty) Ltd, Registration Number: 1997/011199/07 (“Chartered”) is an authorised Financial Services Provider (FSP No. 13909). Chartered is committed to building a long-term relationship with our clients that is based on fair business practices, honesty and trust. In light of this, Chartered has established an internal complaints policy for the resolutions of complaints.
In terms of the Financial Advisory and Intermediary Services Act, 37 of 2002 (“FAIS”), a complaint is defined as any expression of dissatisfaction from a client or prospective client relating to a financial service rendered by an authorised Financial Services Provider or representative thereof to the complainant.
The complaint should allege that the provider or representative has:
Should you wish to make a complaint or provide feedback, you may contact us at the below addresses. All complaints must be made in writing.
Chartered Wealth Solutions
2 North Road
Tel:+27(0) 11 502 2800
Upon receiving your complaint, the Compliance Officer will:
Once your complaint has been received by the Compliance Officer and you have been sent an acknowledgement of receipt, Chartered will finalise any necessary investigations and provide you with a final response within six weeks. A complaint is only deemed to be finalised once a final response has been provided to you and consensus as to the outcome has been reached.
If your complaint cannot be resolved within six weeks, Chartered will inform you of this and advise on the status of the investigation and provide you with an expected timeline to resolve the matter.
Should you not be satisfied with Chartered’s final response, you may refer your complaint to the FAIS Ombud at the details below. Note that you must do this within six months of receiving Chartered’s final response (this is a requirement of the Ombud).
The FAIS Ombud may not consider your complaint if:
In accordance with FAIS, all complaints and complaint-related information will be retained by Chartered for a period of at least five years from the date of receipt of the complaint. This may include personal information relating to the complainant and the details of the complaint as well as all correspondence.
Chartered Wealth Solutions is an authorised financial services provider
(FSP no. 13909)