Complaints resolution process for clients of Mpumelelo Services in terms of the FAIS Act 

Should you feel that any of our representative has contravened or failed to comply with a provision of this Act, and that as a result thereof you have suffered or are likely to suffer financial prejudice or damage; or if any representative of Mpumelelo Services has wilfully or negligently rendered a financial service to you which has, or is likely to cause prejudice or damage to you; or where you believe you have been treated unfairly, you have the right to complain.

Kindly address your complaint in writing to Complaint to the above email address. Or contact our Compliance Officer, details are as follows; Mr Sam Matabane Tel No 011 602 0200, Cell No 083 349 8181, Email Sam@masthead.co.za

- The Compliance Officer must acknowledge receipt of your complaint in writing to you
- The Complaint must be recorded into a “complaints register”
- The complaint must be resolved within six (6) weeks of receipt

Should you not be entirely satisfied with the resolution of the complaint you may now complain to the Ombud for Financial Services Providers.
The Office of the Ombud will not investigate a complaint unless it has been lodged with the Compliance Officer of the Financial Services Provider first
The Ombud can be contacted on the following details:
Toll free no: 0860FAISOM (0860324766)    
Telephone: +27 12 470 9080    
Facsimile: + 27 12 348 3447    
E-mail address: info@faisombud.co.za    
Website: www.faisombud.co.za    
Postal Address: P.O.Box 74571, Lynnwood Ridge, 0040 

Click here to download the "Conflicts Of Interest" manual. (Create a link for us in DPF) Manual attached

Click here to view our FSP license. (Create a link for us in DPF) licence attached

Click here to view our FAIS Act. (Create a link for us in DPF) licence attached

A copy of my Complaints Resolution Policy is available on request.