We have set out the following complaints resolution policy to deal with any client complaints. The policy has been explained to all staff members, employees and representatives working for WealthUp (Pty) Ltd.

**The following is a step-by-step guideline that sets out the procedure we will adopt and shows how a complaint will be dealt with

  1. The complaint and all communications in connection with the complaint must be in writing and can be sent to [email protected] All verbal communications made in connection with the complaint must be confirmed in writing within three days of the communication.
  2. The complaint will be logged in our complaints register on the same day that it is made and written confirmation of receipt will be forwarded to the client.
  3. The complaint will be investigated and we will revert to the client with our preliminary findings within seven working days from the date of receipt of the complaint.
  4. The preliminary findings will be discussed with all internal parties concerned, and a proposed solution will be communicated to the client within a further seven working days.
  5. If the client is not satisfied with our solution, we will regard the complaint as being unsatisfactorily resolved. In such a case, the client may approach the office of the Ombud for Financial Services or take such other steps as may be advised by a legal representatives.
  6. The referral to the office of the Ombud must be done in accordance with the provisions of section 21 of the Financial Advisory and Intermediary Services Act 2002 and the rules promulgated in terms of that section.
  7. In instances where we have not been able to arrive at a resolution within six weeks after the client has lodged the complaint, the matter may automatically be referred to the Ombud.
  8. The client must, if they wish to refer a matter to the Ombud, do so within a period of six months. The Ombud will not adjudicate in matters exceeding a value of R800 000
  9. The Ombud may be contacted at his offices in Pretoria, at the following address:

| Physical Address | Postal Address | Contact Numbers | | --- | --- | --- | | FAIS Ombud
125 Dallas Avenue Menlyn Central Waterkloof Glen Pretoria 0010 | FAIS Ombud
P.O. Box 74571
Lynwood Ridge
0040 | Tel: 012 762 5000 Sharecall: 086 066 3274 Email: [email protected] https://www.faisombud.co.za/ |

Please do not hesitate to contact us if you have any further queries.

The WealthUp Team