Here are the steps you must follow if a client lodges a complaint with the FAIS Ombud
In many cases a client will go directly to the FAIS Ombud without first lodging a complaint with you. Use this list to make sure you handle Ombud complaints fairly and follow all the required steps.
Step 1 – FSP receives complaint from the office of the Ombud
- Respond to the Ombud acknowledging receipt and confirm that a full response will be sent to the Ombud within 6 weeks
- Record the date of receipt
- Record the Ombud case manager’s name
Step 2 – FSP records complainant details
- Record the name of the complainant
- Record the policy number
- Record the case number / Ombud reference
- Acknowledge receipt of the complaint to client
Step 3 – FSP records claim information
- Record the claim amount/issue
- Record the reason for the complaint
- Gather information and documentation to submit to the Ombud
Step 4 – FSP informs PI Scheme
- Inform your PI Scheme of the potential claim
Step 5 – FSP responds to Ombud
- Provide reasons and feedback to the Ombud of the steps you will take to rectify the situation
OR
- If you are not in agreement with the facts the client has provided, submit your version of events and include documentation to support this
Step 6 – The Ombud replies to FSP with a recommendation ito s27(4)
Step 7 – FSP responds to the Ombud’s recommendation
- Respond to the Ombud within 2 weeks of receipt
Step 8 – Ombud decision
- If the Ombud agrees with the FSP, the Ombud will finalise the case and provide a determination
- If the Ombud is not in agreement, the Ombud will engage further with the FSP so they can delve deeper into the matter in order to make a decision and arrive at a determination
Official complaints should be handled by the Complaints Manager/Key Individual. The investigation of the complaint may be delegated to a suitable senior person however the Complaints Manager/Key Individual, remains the responsible person.