Legal

Complaints Management Framework

Horak Insurance Brokers cc — FSP #11988

1. Purpose

The FAIS General Code of Conduct requires that a financial services provider (FSP) must establish, maintain and operate an adequate and effective complaints management framework to ensure the effective resolution of complaints and the fair treatment of complainants.

Treating Customers Fairly (TCF) Outcome 6 provides that "Customers do not face unreasonable post-sale barriers imposed by firms to change a product, switch providers, submit a claim or lodge a complaint". This document provides a complaints procedure in conformance with legislative expectations.

2. Objectives

The objectives and key principles of Horak Insurance Brokers' Complaints Management Framework are:

  • To manage complaints in order to mitigate business and client risks and to achieve compliance with the FAIS Act and subordinate legislation.
  • To ensure that appropriate measures are in place to enable the FSP to investigate and resolve any complaints received with due regard to the fair treatment of customers.
  • To assist staff to apply a consistent, high-quality, fair and accountable response to complaints.
  • All complaints will be treated in line with overall regulatory requirements and Treating Customer Fairly outcomes.

3. Components

The Complaints Management Framework is made up of the following components:

  • Customer Service and Complaints Handling Process
  • Complaints Process
  • Complaints Register
  • Ombud Registers

4. Review

Horak Insurance Brokers undertakes to review its Complaints Management Framework on an annual basis, or whenever there are changes in the business that impact the framework.

5. Allocation of Responsibilities

5.1 Complaints Management

The governing body and key individuals of the FSP are responsible for the effective complaints management and must approve and oversee the effectiveness of the implementation of the complaints management framework.

5.2 Decision Making

Any person responsible for making decisions or recommendations in respect of complaints must:

  • Be adequately trained with appropriate experience, knowledge and skills in complaints handling.
  • Have knowledge of the fair treatment of customers and relevant legal and regulatory matters.
  • Not be subject to a conflict of interest.
  • Be adequately empowered to make impartial decisions or recommendations.

6. Categorisation of Complaints

At a minimum, the following categories are used to categorise complaints:

  • Complaints relating to the design of a financial product, financial service, or related service, including fees, premiums or other charges.
  • Information provided to clients.
  • Advice, financial product or financial service performance.
  • Service to clients, including premium or investment contribution collection or lapsing of a financial product.
  • Financial product accessibility, changes or switches.
  • Complaints handling.
  • Insurance risk claims, including non-payment of claims.

7. Complaints Resolution Process

In accordance with the General Code of Conduct, the following process applies once a complaint is received:

  • Any client who has a complaint must lodge such complaint in writing — by hand or by email to horak@global.co.za. Sufficient detail must be supplied including the policy number.
  • Horak Insurance Brokers will acknowledge receipt of the complaint in writing within 1 business day.
  • All complaints will be recorded in the Complaints Register and maintained for a period of five years.
  • Clients will not be charged for raising a complaint.
  • Complaints will be handled in a timely and fair manner.
  • Where a complaint is not resolved to the client's satisfaction, the client will be advised of any further steps available under the FAIS Act or any other applicable law.

8. Complaints Escalation

Should a complaint not be resolved to your satisfaction, you may escalate the matter to the relevant Ombud:

9. Contact Details

To lodge a complaint, please contact us:

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