Wealth Succession (Pty) Ltd – Complaints Procedure
Purpose:
Wealth Succession (Pty) Ltd operates as a Juristic Representative under Carrick Wealth (Pty) Ltd, FSP No. 45621. We are committed to the fair treatment of clients and to ensuring that any complaints are handled promptly, transparently, and in accordance with the FAIS Act, the General Code of Conduct, and Treating Customers Fairly (TCF) principles.
We undertake to:
- Treat all complaints seriously and fairly.
- Provide clear reasons if a complaint is not upheld.
- Make compensation or goodwill payments where appropriate, without undue delay.
- Use complaints feedback to improve our services and client outcomes.
Complaints process:
- How to Lodge a Complaint
Clients may lodge a complaint in writing through any of the following channels:
If a complaint is initially made telephonically, we will request that the client submit the details in writing.
When submitting a complaint, please include the following information:
- Full name and surname
- ID number / Policy number (if applicable)
- Contact details (postal address, telephone, email)
- Name of your financial advisor
- Product provider and type of product
- Brief details of the complaint
- Acknowledgment of Complaint
- All complaints will be acknowledged in writing within 24 hours of receipt.
- You will receive a complaint reference number and the contact details of the person assigned to your complaint.
- Complaints are recorded in the internal complaints register.
- Resolution Process
- Complaints will be investigated fairly, transparently, and without delay.
- We will attempt to resolve all complaints within 30 business days, depending on the complexity.
- You will be kept updated on the progress of your complaint, and any delays will be explained.
- Escalation of Complaints
If you are not satisfied with the outcome, your complaint may be escalated internally for further review. Details of this process will be provided to you in writing. If a complaint remains unresolved after 6 weeks, or if you are dissatisfied with the outcome, you may refer the matter to the relevant Ombud.
External Ombud Contact Details
FAIS Ombud
Postal: P.O. Box 74571, Lynwood Ridge, 0040
Tel: 012 762 5000 / 0860 663 247
Email: info@faisombud.co.za
Website: www.faisombud.co.za
Contact Us
This summary is provided for client transparency; the full Complaints Policy of Wealth Succession is available on request. If you would like more information about our Complaints Policy, please contact info@wealthsuccession.co.za
Wealth Succession (Pty) Ltd operates as a Juristic Representative of Carrick Wealth (Pty) Ltd, FSP 45621