CR Policy

Complaints Resolution Policy

At Quoin Wealth (Pty) Ltd, we are committed to providing professional, transparent, and fair financial services in line with the Financial Advisory and Intermediary Services Act (FAIS). We take pride in our service and want every client to feel heard, respected, and confident in the support we provide.

We understand that sometimes things don’t go as expected. This policy explains how you can raise a complaint and how we handle it, ensuring a fair and transparent process.

1. How to Submit a Complaint

  • All complaints should be submitted in writing, either by email or post.
  • Include details such as the date, nature of the concern, and any relevant documents to help us investigate efficiently.
  • We will acknowledge receipt of your complaint promptly and provide you with an expected timeline for resolution.

2. How We Handle Complaints

Once your complaint is received:

  1. Acknowledgement: You will receive confirmation that we have received your complaint.
  2. Investigation: We will investigate the matter thoroughly, objectively, and confidentially.
  3. Response: You will receive a clear written response explaining the outcome of our investigation and any proposed resolution.
  4. Fair Resolution: Our goal is to resolve every complaint efficiently and fairly, ensuring that outcomes are in your best interest.

3. Escalation

If your complaint cannot be resolved to your satisfaction, you have the right to escalate the matter to the Office of the FAIS Ombud, an independent body that assists clients with disputes related to financial services.

4. Contact Information

  • Email: info@faisombud.co.za
  • Postal Address: P.O BOX 74571, Lynwoodridge, 0400
  • Telephone: 012 762 5000
  • Fax number: 012 348 3447

We encourage all clients to familiarise themselves with this policy. A full copy of our complaints procedure is available upon request. Your satisfaction and trust are important to us, and we are committed to addressing any concerns you may have.