Complaints procedure

If we have got something wrong we would rather know. A complaint is not a nuisance; it is the cheapest information a business ever receives about itself.

How to complain

Write to compliance@verityfin.co.za. Tell us what happened, when, who was involved if you know, and what you would like us to do about it. You do not need to use any particular form or language.

What we will do

• Acknowledge it within 5 business days, in writing.
• Record it in our complaints register, whatever we think of its merits.
• Have it looked at by someone who was not involved in what you are complaining about, wherever that is possible.
• Give you a reasoned answer within 30 days, or tell you why we need longer and when to expect it.

If we decide we were wrong, we will say so plainly and tell you what we are doing about it. If we decide we were not, we will explain why rather than simply asserting it.

If you are not satisfied with our answer

You are entitled to take the matter elsewhere, and you do not need our agreement to do so.

• On a data protection or privacy issue — the Information Regulator of South Africa, inforegulator.org.za.
• On a financial services issue — the FAIS Ombud and the Financial Sector Conduct Authority have jurisdiction over licensed financial services providers. We are not currently licensed, and an application for a Category I licence is in progress, so that jurisdiction may not yet apply to us. We will tell you candidly which forum is open to you rather than leave you to find out.

Confidentiality

A complaint is handled confidentially and is used to investigate and resolve the matter, to meet any regulatory obligation, and to improve how we work. It is not used for marketing and it is not shared with anyone who does not need it.