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Complaints Procedure

We request that you allow us the opportunity to resolve your complaints before escalating further.

  1. Should you wish to lodge a complaint, please contact Client Services on:
    Telephone:+27(11) 320 3000
    Fax: +27(11) 320 3133

  2. Should you have any further queries please do not hesitate to direct your complaint to the Complaints Arbitrator at
    In the event that your complaint is not satisfactorily resolved, then you may refer to complaint to the Independent Arbitrator, also at The Independent Arbitrator is an independent authority with the power to overturn or uphold the above initial findings.

  3. In the unlikely event that you are still not satisfied with the decision, then the Independent Arbitrator will notify you of the full contact details of both theFAIS Ombudsman (Tel: +27(12) 348 3447) and the Ombudsman for Long-term Insurance (Tel: +27(21) 657 5000).