Complaints Procedures - Satrix Managers (Pty) Ltd Satrix has adopted a Complaints resolution procedure in terms of which all complaints must be processed. As we value all our investors this policy will provide an efficient, fair and accessible mechanism for resolving complaints and ensure that the proper process is followed by Satrix to resolve the complaint submitted by the complainant.
Complaints submitted to Satrix will be handled responsively, openly and in a timely manner, with the aim of resolving the complaint with a strong emphasis on maintaining a long-term ongoing relationship with the investors.
If the complaint is relating to an investment at the Satrix Investment Plan, please contact AOS at satrix@aospartner.com to obtain and follow the AOS complaints procedures before escalating it to Satrix Managers (Pty) Ltd.
If the procedure has been followed as per the aforementioned paragraph or your complaint does not involve an investment at the Satrix Investment Plan (administered by AOS), please e-mail Satrix Managers (Pty) Ltd at the following e-mail address:
E-mail: complaints@satrix.co.za
Procedures
- All complaints must be submitted in writing by letter or e-mail to Satrix including any supporting documentation regarding the complaint.
- On receipt of the complaint it will be forwarded to the relevant complaints officer.
- The person dealing with the complaint will acknowledge receipt of the complaint within 3 working days of receipt thereof and provide the details of staff handling the complaint.
- The complaints officer will endeavour to deal with the complainant in order to supply a response within 7 working days from the date of acknowledgment of the complaint.
- The complaint will be investigated independently by the complaints officer in a proficient and professional manner.
- If Satrix is unable to finalise the complaint within 7 working days, Satrix should keep the complainant updated regarding the progress made in resolving the complaint.
- If the complainant is not satisfied with the outcome or if a solution has not been proposed within 30 days from receipt of the complaint, the complaint can then be referred to the Financial Services Board CIS department:
Telephone : (012) 428 8000/ 0800 110 443
E-mail : info@fsb.co.za
Website : www.fsb.co.za