File a complaint.

If something hasn’t gone right with your policy, your advice or your investment, we want to know. We follow a structured complaints process aligned to our FAIS and PPR obligations — every complaint is acknowledged, investigated and resolved in writing.

• Acknowledged within 5 business days

  We confirm receipt and assign a reference number.

• Investigation within 6 weeks

  Internal review against our complaints management policy.

• Written outcome

  Clear written outcome — including next steps if escalation is required.

• Ombud escalation

  We direct you to the relevant Ombud where appropriate.