Complaints policy

Purpose

We aim to provide excellent service, but we understand that sometimes things can go wrong. This policy ensures that complaints are handled fairly, promptly, and efficiently.

Definitions

• Complaint: Any expression of dissatisfaction about our services.

• Complainant: The person making the complaint.

• Compensation Payment: Payment to compensate for a proven loss due to our error.

• Goodwill Payment: Payment made as a gesture of goodwill, without admitting liability.

Policy

1. Receiving Complaints

   • Complaints can be made via email or WhatsApp.

   • We will acknowledge receipt of the complaint within 2 business days.

2. Handling Complaints

   • Complaints will be reviewed by a senior staff member.

   • We will investigate the complaint and aim to resolve it within 5 business days.

   • If more time is needed, we will inform the complainant and provide regular updates.

3. Resolution

   • If the complaint is upheld, we will offer an appropriate solution, such as an apology, compensation, or corrective action.

   • If the complaint is not upheld, we will provide clear reasons for our decision.

4. Escalation

   • If the complainant is not satisfied with the resolution, they can escalate the complaint to our Chief Executive Officer.

   • We will provide details of the relevant Ombud for further escalation if needed.

5. Record-Keeping

   • All complaints are recorded using our internal ticketing system.

   • If a complaint is received through another channel it must be captured in the ticketing system.

   • All complaints and their outcomes will be recorded and kept for 5 years.

6. Review and Improvement

   • We will review complaints regularly to improve our services and prevent future issues.

Contact Information

• Email: support@fynbos.money

• WhatsApp: +27686244900