What is a complaint?
A complaint is any dissatisfaction with a service or product that has been provided to you by Index Solutions that you wish us to attend to. It is different from a query which will typically be a request for product information, or for information regarding administrative arrangements.
How do I complain to Index Solutions?
Please send us your complaint in writing, addressed to the Manager, using one of the following delivery mechanisms. (Our preference is that you email us for immediate action).
Cube Workspace | 3rd Floor | Icon Building | Corner of Lower Long Street & Hans trijdom Road | Foreshore | Cape Town | South Africa | 8001
Post Box 6191 | Roggebaai | South Africa | 8012
F +27 (0)86 762 1957 | E [email protected]
Please include the following information;
- Your full names
- Your portfolio number
- Details of your complaint, and;
- Any supporting documents which are relevant.
What will Index Solutions do on receiving your complaint?
We will write back to you to confirm that we have received your complaint within three business days and will also give you the contact details of the person who will assist to resolve your complaint. We will promptly investigate your complaint and advise you of the outcome as soon as our investigation is completed. We will try to resolve your complaint within five business days of receiving it. However, it can take much longer to solve your complaint and if a delay is expected, we will inform you and keep you informed of the progress on a weekly basis until it is resolved. We will keep a detailed record of your complaint and all subsequent correspondence for as long as we are required to do so by any law.
What further steps are available if you are not happy with our response?
Should you be dissatisfied with our response, or we reject your complaint, you have the following further steps available:
COMPLAINTS IN RESPECT OF DISCRETIONARY PORTFOLIOS
Complaints related to the discretionary portfolios may be referred to the FAIS Ombud.
Contact Details for the FSB
PO Box 35655 | Menlo Park | 0102
T +27 12 428 8000 | F + 27 12 347 0221 | E [email protected] | F www.fsb.co.za
Complaints to the FAIS Ombud
If you believe that you complaint has not been dealt with in a satisfactory manner by Index Solutions then The FAIS Ombud can be approached for complaints in respect of financial services in terms of the Financial Advisory and Intermediary Services Act (FAIS). In consideration of a complaint, the FAIS Ombud acts independently and objectively.
Contact Details for the FAIS Ombud
PO Box 74571 | Lynnwood Ridge | 0040
T +27 12 470 9080 | F + 27 12 348 3447 | E [email protected] | W www.faisombud.co.za
COMPLAINTS IN RESPECT OF REGULATION 28 PORTFOLIOS
The Pension Funds Adjudicator can be approached for complaints related to the administration, or investments of member benefits or the interpretation and application of the rules of retirement funds such as the Retirement Annuity, Pension Preservation and Provident Preservation Funds. The role of the Pension Funds Adjudicator is to ensure that the rights of members are protected, and to mediate in a dispute if required.
Contact Details for the Pension Funds Adjudicator
PO Box 651826 | Benmore | 2010
T +27 87 942 2700 | F +27 87 942 2644 | E [email protected] | W www.pfa.org.za