RisCura strives to build relationships with its clients that are based on transparency and honesty. We aim to ensure all clients are satisfied with our services and have a complaints procedure in place to ensure all client complaints are dealt with effectively and efficiently.

The procedure is as follows:

• Contact our Compliance Officer: Malcolm Fair
  
• All complaints must, if possible, be submitted in writing by completing the complaint form. Click to download the complaint form.
• Please ensure that all the relevant information is correct and the required additional information and documentation (if applicable) is attached to the completed complaint form.
• Please forward the completed complaint form and all relevant documents to the aforementioned fax number.
• The RisCura staff member assigned to assist you in the resolution of your complaint will acknowledge, in writing, receipt of your complaint.
• RisCura undertakes to evaluate all complaints equitably and respond within 2 weeks of receiving all the necessary documentation. Should we be unable to resolve your complaint in this time period, we will advise you accordingly.
• RisCura will keep a full record of your complaint for the period prescribed by the relevant legislation.
• Should we be unable to resolve your complaint or should you be dissatisfied with our response to your complaint, you are entitled to contact the South African Financial Advisory and Intermediary Services (FAIS) Ombudsman within 6 months from the date of receipt of our response/notification that the complaint could not be resolved. The Ombudsman’s contact details are outlined below:

Physical Address:   FAIS Ombud Eastwood Office Park Baobab House Ground Floor Lynnwood Ridge, 0081

Postal Address:   PO Box 74571 Lynnwood Ridge 0040 South Africa

Customer Contact Division:   0860FAISOM (0860324766) Telephone: +27 12 470 9080 Facsimile: + 27 12 348 3447 E-mail: Website: www.faisombud.co.za