RESOLVING COMPLAINTS
We take your concerns seriously.
As you are a valued client, your satisfaction is our priority, which is why we strive to provide you with exceptional client service.Naturally, there may be times when you feel that we have not lived up to this promise, or when you simply have a complaint. Well, we believe you have the right to be heard, which is why we’ve established the complaint resolution procedure as detailed below.
Please remember that we cannot improve the quality of our service offering if clients do not inform us of service breakdowns. Your time and effort in highlighting any concerns in this regard would be much appreciated, and we shall do our utmost to resolve any concerns or complaints as efficiently as possible.
By following this simple procedure you can be sure that your complaint will be heard, and that it will be dealt with as quickly and effectively as possible. Begin by talking to your contact at The People Company.
We suggest that this is the first channel through which to direct a complaint – it is usually the quickest and easiest way to have a problem resolved.
Send a complaint in writing
Should you wish to send a complaint in writing (via fax, e-mail or letter) to The People Company contact person, please remember to include the following:
- Your name and contact details.
- The details of the issue you are concerned about.
- Copies of supporting documentation.
- An indication of how you believe the problem should be resolved.
Once we have received your complaint, we shall acknowledge it promptly and keep you informed of progress made in resolving the matter. We place great importance on building personal relationships with our clients.
If the matter is not resolved call our Compliance Department
Contact person: Laryn Prins
Telephone: +27 (0) 18 293 0656
Email: compliance@ffg.co.za
If not satisfied communicate directly to the Ombudsman for FAIS or the relevant Institute
The FAIS Ombud
PO Box 74571
Lynnwood Ridge
Pretoria 0040
Tel: 0860 324 766/ +27 (0) 12 470 9080
