Client complaint FAQ

What do I need to put on the letter when I am complaining?

• Specify why you are complaining and provide as much detail as possible
• Explain the solution that you require from the company
• Provide all the necessary detail for the company to identify you i.e. the policy number

What information is needed to lodge a complaint or which documents to attach when lodging a complaint with the ombudsman?

• Supporting documents (Contract or Policies)
• Correspondence (Letters, Emails or Faxes)

If they have enough information to lodge a complaint or if their complaint is valid?

• Confirm what they have and check if they have the contracts and support documents and correspondence

How long does it take before there is a resolution on the complaint?

• Up to 30 working days for a response

What is the turnaround time for the complaints lodged with the ombudsman?

• Up to 6 months

Who do I address the complaints to?

• The complaints department

Which ombudsman do they need to lodge their complaints with?

• Identify the concern and link it to the sector or industry related

Do I have a valid complaint?

• Ask the customer to read the contract or Terms and Conditions to confirm if there is anything related that can provide information first

Is the number for the Ombudsman a free call?

• No, the number is a share call number

Where are their offices located?

• Identify the Ombuds and go to their website or Google for their address

Where can they get the forms to lodge a complaint with the FAIS Ombudsman?

• On the FAIS Ombuds Website under the complaints department link