FAQs

A complaint is defined in the FAIS Act as a specific complaint relating to financial services rendered by the service provider or its representatives, either being advice or an intermediary service, which has been rendered on or after 1 March 2011, and where it is alleged that the service provider:

• has contravened a provision of the FAIS Act and as a result the client has suffered or is likely to suffer financial prejudice or damage;
• has willfully or negligently rendered a financial service to the client which has caused, or is likely to cause prejudice or damage to the client; or
• has treated the client unfairly.

Any complaint relating to a financial product or investment performance should be lodged directly with the relevant product provider or insurance company.

If you as a client have a complaint against Kepler Risk Services, it must be submitted to us in writing. It can be submitted either by hand, post, fax or email at the contact details that appear above.

• We will acknowledge receipt of the complaint in writing to you, the client.
• We will keep a record of the complaint, and maintain such record for 5 years as required by legislation;
• Once the complaint has been made, it will be allocated to an appropriate staff member to investigate.
• As required by legislation, we will attempt to resolve the complaint within 6 weeks of receipt of the complaint.
• In event that the complaint cannot be resolved, we will advise you of the reasons why the complaint could not be resolved and what further steps are available to you, as client.

The complaint will be handled by:
The key individual or an authorised employee of Kepler Risk Services who is skilled and empowered to deal with client complaints.

Legislation requires us as a service provider to advise you in writing of the reasons why the complaint could not be resolved and what recourse you may have. As a client, you may have recourse to the following, whichever is applicable:

• refer the matter to the FAIS Ombud;
• refer the matter to the Ombudsmen for Long Term Insurance whichever is appropriate and has jurisdiction;
• seek legal advice from an attorney as to what legal action may be taken; or
• refer the matter to arbitration or mediation.

• be committed to resolve client complaints by means of a fair and practical resolution process;
• take steps to investigate and respond promptly to the complaint
• deal with complaints in a timely and fair manner, with each complaint receiving due consideration in a process that is managed
  appropriately and effectively; and
• ensure that a full and appropriate level of redress is offered to the client, without delay, where the complaint is resolved in favour
  of the client.
• Complaints Resolutions Policy
• Conflict of Interest Policy