COMPLAINTS HANDLING PROCEDURE

 

If there is a complaint against service or any product provided to a client through Spectre Wealth, or any other reasons that have created a degree of discontent or unhappiness, Spectre Wealth would like to know the details to manage the process.

We take complaints seriously and commit to ensuring the best outcome for all stakeholders.Please communicate the details to us via one of the following channels of communication:

Log your complaint via email at: info@spectrewealth.co.za
Call us anytime during office hours on 087 133  3918 or contact your Spectre Wealth representative

Visit our office at Jupiter House, Riverpark, 42 Homestead Road, Rivonia, Sandton and chat to any one of our representatives for assistance.

 

What to include in your complaint

 

We will address your complaint as quickly as possible if you can give us all the relevant information.

This is the type of information we need to know:

 

  • Your full name, contact details such as your telephone numbers and your email address.
  • Your policy number, member number, policy or identity number.
  • Your fund name or employer name (where relevant) to help us make sure we are accessing the correct records.
  • Details about your complaint.
  • Who you have dealt with and when, if you have this information.
  • What you would like us to do to make things right for you.
  • Your permission for us to use all the information you have given us to resolve your complaint.

 

What we will do

 

 

  1. We will attend to your complaint as quickly and fairly as possible. If we find that it isn’t a simple issue, we will keep you updated while we work on it.
  2. We will let you know who your complaint liaison person will be.
  3. Wherever possible, it will be our aim to resolve your complaint immediately and give you feedback at the same time.
  4. If intervention is required, we will do our very best to resolve it within five working days, and give you feedback.
  5. Some complaints may be complex and involve multiple issues. In such cases, if we aren’t able to resolve the matter within five working days, we will do so within the timeframe stipulated in the relevant legislation (which is generally 30 working days). We will keep you regularly updated so that you know exactly who is taking ownership of your complaint.
  6. We will follow through on the complaint to its completion. If you are not happy with the way your complaint has been handled despite our best efforts, it is possible that you may not be happy with our view on the matter or with the way we handled your complaint. In the event of such an outcome or you feel we have been unreasonable and unfair in any way, please let us know.

Simply ask your complaints liaison to get one or more of our senior executives to review your complaint, and they will make arrangements for you.

You may also speak to the relevant ombudsman or adjudicator. They are independent bodies set up to hear complaints between clients and financial services companies that haven’t been able to resolve the complaint effectively. 

For complaints about the way we handled your complaint about LONG-TERM INSURANCE or SHORT TERM INSURANCE, contact the office of the NFO on the details below:

NFO Johannesburg
110 Oxford Road,
Houghton Estate,
Johannesburg,
Gauteng,
2198

NFO Cape Town
6th Floor, Claremont Central Building,
6 Vineyard Road,
Claremont,
Cape Town,
7700

Contact Details:
0860-800-900
+27 66 473 0157
info@nfosa.co.za
NFO South Africa

The NFO is an umbrella Financial Services Ombud scheme formed by the amalgamation of 4 separate previously existing South African Ombud Schemes: the offices of the Banking Ombud (OBS); the Credit Ombud (CO); the office of the Long-term Insurance Ombud (OLTI); and the Short-Term Insurance Ombudsman (OSTI).

In June 2021, the World Bank published a report on the role of the financial sector Ombud system in South Africa. The report recommended that the overall Ombud system and its components be reformed to make it fit for purpose and to adequately address the complexity of the South African financial system.

The OBS; CO; OLTI; and OSTI entered discussions early in 2020 to explore a voluntary amalgamation. The culmination of the work of the four Ombud schemes resulted in the OBS, CO, OLTI and OSTI being replaced by the National Financial Ombud Scheme South Africa (NFO). The NFO commenced operations on 1 March 2024.

For complaints about the way we handled your complaint about FINANCIAL SERVICES, contact the office of the Financial Services Providers Ombudsman (also known as the FAIS Ombud):

Telephone 012 470 9080
Fax: 012 348 3447

Postal Address:
PO Box 74571
Lynnwood Ridge
Pretoria
0040

Email: info@faisombud.co.za

Physical Address:

Ground Floor, Baobab House
Eastwood Office Park
Cnr Lynnwood Road
& Jacobson Drive
Pretoria
0081

Website: www.faisombud.co.za

For complaints about the way we handled your complaint about PENSION FUNDS, contact the Pension Fund Adjudicator:

Telephone: 012 346 1738
Fax: 086 693 7472

Postal address:
PO Box 580
Menlyn
Pretoria
0063

Email: enquiries@pfa.org.za

Physical Address:
4th Floor Block A
Riverwalk Office Park
41 Matroosberg Road
Ashlea Gardens
Pretoria
0081

Website: www.pfa.org.za