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FINANCIAL ADVISORY AND INTERMEDIARY SERVICES (FAIS)
The Financial Services Board (FSB) implemented the Financial Advisory and Intermediary Services (FAIS) Act (“the Act”) in order to enhance the quality of advisory and intermediary services offered to South African clients.
The FAIS Act requires that all providers of financial services (including advice and intermediary services) be licensed. These financial services providers (FSP) are required to comply with a number of requirements.
Imperial Bank Limited is an authorised FSP, and as a result we are committed in complying with the provisions of the Act, and in doing so protect our interests and those of our clients.
Imperial Bank Limited is required to have an internal Complaints Policy and Procedure in place, which shall be accessible to clients at all times.
General principles of complaints to be followed:
The complaint received from a client must be in writing (email, fax or letter).
The client is required to forward copies of relevant information, documentation and/or correspondence, to the written complaint in order to avoid unnecessary delays in resolution Acknowledgement of receipt of the complaint has to be in writing.
Only Experienced/trained staff will handle the complaint.
Each client has to be informed of the resolution/outcome of the investigation of the complaints within a period of six-weeks, as required by the Act.
If the complaint is not resolved within the six-week period, the client may refer the matter directly to the FAIS Ombud and has the option to do so within a period of six months hereafter.
Ombudsman for Financial Services Providers:
Tel: 0860 324 766
Fax: +27 (0)12 348 3447
Email: Fias Ombudsman: info@faisombud.co.za
Postal: P O Box 74571, Lynnwood ridge, 0040
Email Imperial Bank compliments and complaints - http://www.medicalfinance.co.za
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