Lodging a complaint with the Office of the Ombud

Before submitting a complaint to the Office, the complainant must endeavour to resolve the complaint with the responding party. The responding party has six (6) weeks in which to resolve the complaint with the complainant. After receipt of the final response of the responding party, the complainant has six (6) months within which to submit a complaint to the FAIS Ombud.

  • Before submitting a complaint to the FAIS Ombud, you must try to resolve the complaint with the responding party. We recommend that you do this in writing and keep proof that you had done so.
  • The FAIS Ombud has a monetary jurisdictional limit of R 800 000. This means, we are not allowed to entertain a case where the amount claimed is more than R 800 000 unless two events take place:
  • You as the complainant abandon the amount in excess of R800 000 to bring your claim within the jurisdictional limits of the FAIS Ombud;
  • The person against whom the complaint is lodged agrees that the FAIS Ombud entertains the complaint.

The FAIS Ombud will not investigate a complaint where, before the date of receipt of the complaint by the FAIS Ombud, or during an investigation by the FAIS Ombud, the complainant institutes proceedings in a court regarding the subject matter of the complaint.

We suggest that you take time to read through the form and gather the necessary information before completing it. When returning the form to this Office, we request that you attach all the supporting documentation for your complaint. For example, any correspondence received or sent relating to this complaint, any policy documents/application forms you have in your possession, and the relevant contact details of person with whom you dealt with. Please be advised that whilst it is our aim to assist you with your complaint, we cannot do so if we do not have the necessary and relevant information about your complaint.

POPIA Data Privacy Consent Disclosure

In terms of the requirements set in the Protection of Personal Information Act 4 of 2013, (POPIA) everyone has the right to privacy, including the right to the lawful collection, retention, dissemination and use of one’s Personal Information. To give effect to this right, the FAIS Ombud is under a duty to provide you with various details in respect of the processing of your Personal Information, before such information is processed, which details are set out in FAIS Ombud’s POPIA Policy. 

By providing the FAIS Ombud with your personal details, and if you act as legal guardian of a minor below the age of 18 years old, you consent to the FAIS Ombud processing your, and where applicable, that of the minor’s Personal Information, which the FAIS Ombud undertakes will be done in accordance with the said notice. To view the FAIS Ombud’s complete POPIA Policy online, visit www.faisombud.co.za

A hard copy is available upon request.