Complaints Policy
Intembeko recognizes a complainant’s right to fair treatment and undertakes to use every opportunity to improve service, acknowledging and resolving complaints with comprehensive feedback timeously, as defined in the Treating Customers Fairly (TCF) framework. The purpose of this policy is to ensure that Intembeko delivers fair customer outcomes and complies with the FAIS General Code of Conduct (“FAIS GCOC”).
Key Complaints Management Principles
A full record of each complaint received and the relevant correspondence will be kept on record by Intembeko for such periods as prescribed by the relevant legislation.
All complaints are to be actively attended to by a senior manager, client service leader or compliance officer by regularly communicating with appropriate stakeholders.
Intembeko endeavours to resolve each complaint in a timeous manner with consideration to the complexity of the issue.
The compliance function and/or a senior manager manages all engagement and reporting in connection with the Ombud.
All finalised complaints are reviewed by the senior management team monthly. Understanding of the root cause, corrective action, and accountability for preventative measures to be documented in the minutes of the meeting. A summary of the complaints is to be presented quarterly to Intembeko’s Risk and Audit Committee.
What can I complain about to Intembeko?
Any dissatisfaction relating to products and or services provided by Intembeko.
How should I go about complaining to Intembeko?
Complaints should be directed to the Managing Director and/or the Compliance Officers using the following email address: complaints@intembeko.com
Complaints should contain the following:
Client details
Details of the complaint
Any documentary proof where applicable
Once a complaint is received it will be acknowledged by an Intembeko employee who will gather sufficient information to facilitate the resolution and complete the required complaints register.
Unsatisfactory resolution
Intembeko endeavours to resolve complaints in a timeous manner whilst acknowledging the resolution of the complaint.
Should a complainant be dissatisfied with the proposed resolution communicated by Intembeko, the complaint should be dealt with in accordance with the dispute resolution mechanism as stipulated in the service level agreement. Should the complainant still be dissatisfied, the complaint can be referred to the relevant Ombudsman or Adjudicator.
Complaints related to intermediary services provided by Intembeko as an authorised financial services provider may be escalated to the FAIS Ombud.
Complaints relating to retirement fund administration provided by Intembeko may be escalated to the Pensions Funds Adjudicator.
Contact details for the FAIS Ombud:
Physical address Kasteel Park Office Park Orange Building 2nd Floor, c/o Nossob & Jochemus Street Erasmus Kloof Pretoria 0048
Postal address PO Box 74571 Lynwood Ridge 0040
Client contact division Tel: +27 12 470 9080 / +27 12 762 5000 Fax: + 27 12 348 3447 Email: info@faisombud.co.za www.faisombud.co.za
Complaints relating to retirement fund administration provided by Intembeko
The Pension Funds Adjudicator can be approached for complaints in respect of the retirement funds. The role of the Pension Funds Adjudicator is to ensure that the rights of members are protected, and to mediate in a dispute if required.
Contact details for the Pension Funds Adjudicator:
Physical address 4th Floor Riverwalk Office Park, Block A 41 41 Matroosberg Road Ashlea Gardens Pretoria 0181
Client contact division Tel: 012 748 4000 / 012 346 1738 Fax: 086 693 7472 Email: enquiries@pfa.org.za
