Last updated: 19 October 2026
This is a summary of our Resolution of Complaints Procedure, adopted in terms of the FAIS Act. A full copy is available free of charge on request.
1. What counts as a complaint
A complaint is any expression of dissatisfaction about a financial service we or our representatives rendered to you, where you believe we did not comply with the FAIS Act, acted wilfully or negligently and caused you (or are likely to cause you) loss or prejudice, or treated you unfairly.
2. How to lodge a complaint
Complaints must be in writing. You may send your complaint to us, or directly to our compliance officer:
| Fourie & Fernandez Risk Solutions | info@ffinsure.co.za · 082 449 8999 Shop 9, Derdepark Centre, 190 Cullinan Road, Derdepoort, Pretoria, 0035 |
|---|---|
| Compliance officer | Horizon Compliance (Pty) Ltd (Practice No. 6870) hello@horizoncompliance.co.za · 071 330 6702 1st Floor, The Village, Cnr Hazelwood Street & 16th Street, Hazelwood, Pretoria, 0081 |
Please include:
- Your name, surname, ID or company registration number and contact details
- Your policy number, if applicable
- The date of the complaint and a description of what happened
- Any supporting documents
3. What we will do
- Acknowledge: we will log your complaint in our complaints register and acknowledge receipt in writing within 5 working days.
- Investigate: your complaint is investigated by the compliance officer together with the relevant business unit. Nobody directly involved in the complaint may investigate it.
- Respond: we aim to resolve your complaint as quickly as possible. If it cannot be resolved within 5 working days, we will tell you what steps are being taken and when you can expect a resolution.
- Final response: we will give you our outcome in writing, with full reasons. If the complaint is not resolved within 6 weeks, we will let you know and inform you of your right to escalate.
Complaint records are kept for at least 5 years and we use them to fix the cause of the problem so it does not happen again.
4. If you are not satisfied
Complaints about our advice or service: the FAIS Ombud
You may refer your complaint to the FAIS Ombud within 6 months of receiving our final response.
- Tel: 012 762 5000 · Sharecall: 086 066 3274
- Email: info@faisombud.co.za · www.faisombud.co.za
- 125 Dallas Avenue, Menlyn Central, Waterkloof Glen, Pretoria, 0010 · PO Box 41, Menlyn Park, 0063
Complaints about an insurer or a claim: the NFO
If your complaint is about an insurer's decision, such as a rejected or partially paid claim, first complain to the insurer. If it is not resolved, you may approach the National Financial Ombud Scheme South Africa (NFO), which took over from the Ombudsman for Short-Term Insurance on 1 March 2024.
- Tel: 0860 800 900 · Email: info@nfosa.co.za · www.nfosa.co.za
The regulator
Financial Sector Conduct Authority (FSCA): 0800 20 3722 · www.fsca.co.za