The complaints policy of Evolve Fund Managers

Purpose

Evolve Fund Managers is an authorised financial services provider (‘FSP’) licensed in terms of the Financial Advisory and Intermediary Services Act (the FAIS Act). The FAIS legislation requires that all FSPs must maintain an internal complaints resolution system and procedure in the event that a complainant complains about a financial service rendered by them. This document explains the procedure should you wish to complain about any of the financial services rendered by our business and sets out the process that our business will follow in order to resolve the complaint.

Definition of Complaint

A complaint is defined in the FAIS Act as a specific complaint relating to financial services rendered by a FSP or its representative, either being advice or an intermediary service, which has been rendered on or after 1 October 2004, and where the complainant alleges that the FSP:

  • has contravened a provision of the FAIS Act and a result the complainant has suffered or is likely to suffer financial prejudice or damage;

  • has wilfully or negligently rendered a financial service to the complainant which has caused, or is likely to cause prejudice or damage to the complainant;

  • or has treated the complainant unfairly.

Complaints Procedure

The following are the procedures to be followed by Evolve Fund Managers in the handling of all complaints received.

  • We view complaints as a serious issue and all interactions with a complainant, be they our existing clients or third parties, are to be conducted with the highest possible level of courtesy and professionalism.

  • Internally, all complaints will be managed by Juan Engelbrecht; contact details: juan@evolvef.co.za or (011) 463 2188.

1. Lodge Complaint in Writing

The complaint to set out the details of the complaint and any information the complainant deems relevant. Comprehensive information will assist Evolve Fund Managers in resolving the complaint in a timely manner.

Complainant needs to provide up to date contact details, and to notify Evolve Fund Managers should there be any change in details.

2. Time Limits
  • The FSP must acknowledge receipt of the complaint within three weeks if it cannot be resolved in that period

  • The FSP must resolve the complaint within 6 weeks

  • The outcome of the complaint will be communicated to the client in writing, once the resolution process has been completed. The complaint will only be finalized once the Compliance Officer or designated assistant has reviewed and agreed with the outcome.

  • The client will be informed of their rights to address the complaint to the FAIS Ombud within 6 months, should the client not be satisfied with the solution reached.

  • In the event of a favourable outcome, will the nature of the complaint be investigated by the Compliance Officer and accountable Manager ensuring remedial action taken for future.

FAIS Ombud Complaints