Complaints Policy and Procedure
Our commitment
Caleo Capital consider client complaints and feedback vitally important as it enables us to continuously improve our value proposition available to our clients. We are committed to ensuring that all complaints received are resolved promptly and in a fair and equitable manner.
Purpose
This document constitutes Caleo Capital’s complaints policy and complaint resolution process as required by the Financial Advisory and Intermediary Services Act (FAIS).
Definition of a Complaint
“Complaint” means a specific complaint relating to a financial service rendered to the client on or after the 30th of September 2004, being the commencement of FAIS, alleging that the FSP:
Contravened or failed to comply with a provision of FAIS and that, as a result, the client has suffered or is likely to suffer financial prejudice or damage;
Wilfully or negligently rendered a financial service to the client which has caused prejudice or damage to the client or which is likely to result in such prejudice or damage; or
Treated the client unfairly.
The complaint must not be about the investment performance of the product unless the financial performance was guaranteed, or the financial performance was so deficient that it creates the presumption that there has been misrepresentation, negligence or mal administration.
Lodging your complainT
Please lodge your complaint in writing to garth@caleocapital.com
.All complaints must be addressed to:
FSP name: Caleo Capital (Pty) Ltd
Physical address: 71 4th Street, Houghton, 2198
Fax no: +27 86 538 9718
E-mail address: garth@caleocapital.com
For the attention of: Garth Wellman and Nicholas Liebmann
The complaint should contain sufficient details including:
client details (full name and contact details) and the policy, account or member number that relates to the complaint;
specific details about the nature of the complaint e.g. facts, dates and supporting documentation (i.e. letters, quotations, previous correspondence etc.) to enable us to deal with the complaint quickly and fairly;
proof of any loss sustained;
the solution / remedial action you believe is required to resolve the complaint.
Complaint process
We will endeavour to acknowledge receipt of the complaint in writing within 24 hours.
If the complaint can be resolved immediately, we will do so and advise you accordingly.
If the complaint cannot be resolved immediately, we will send you a written summary of the steps to be taken to resolve the matter and the expected date of resolution.
Where any complaint received pertains to something out of our control, e.g. product information or investment performance, we will forward the complaint to the product provider concerned and, where possible, facilitate the resolution process.
Should the complaint not be resolved to the complainant’s satisfaction within 6 weeks of lodging such complaint, the complainant may lodge the complaint with the Ombud of Financial Services Providers within 6 months of receiving notification from Caleo Capital regarding the resolution of the complaint.
Contact details of the Ombud:
Postal address: P O Box 74571, Lynnwood Ridge, 0040
Tel no: +27 12 762 5000
Fax no: 086 764 1422
E-mail: info@faisombud.co.za
Website: www.faisombud.co.za
Changes to this Notice
Please note that we may amend this Notice from time to time. Please check our website periodically to inform yourself of any changes.