Process to submit a complaint 


We, IconAF (PTY) LTD, have the following processes in place when attending
to a complaint: 


* Request that the client submit such complaint, against us or 1 or
more of our representatives, in writing to our offices via email to and

* All complaints will be entered into our formal Complaints Register. 

* Non-routine serious complaints will be handled by senior staff with
adequate expertise, training and experience to resolve the matter as soon as

* We’ll promptly acknowledge, in writing, to the client receipt of
such complaint and furnish the client with details of the contact person at
our organisation who’ll be involved with the investigation and resolution of
the complaint. 

* All complaints received from clients will be handled in a timely and
fair manner, with each complaint receiving proper consideration in a process
that’s managed appropriately and effectively. 

* We undertake to inform the client of the outcome of the
investigation relating to the complaint within 48 business hours of receipt
of the initial written complaint. 
* In a case where the complaint is resolved in favour of and to the
satisfaction of the client, we ensure that a full and appropriate level of
redress is offered to the client without any further delays. 
* In a case where the complaint isn’t resolved to the client’s
satisfaction, we’ll ensure that the client is made aware of their rights. 
* We undertake to maintain a record of complaints received for a
period of 5 years, together with an indication of whether or not such
complaints were resolved. 
* We further undertake to ensure that all new and existing clients are
made aware of our complaints policy manual and the procedures to follow
should they wish to submit a complaint against us or 1 or more of our

Basic principles of our internal complaints resolution system 

Our internal complaints resolution system is based on the following basic

* The maintenance of a complaints policy manual which outlines our
commitment to, and the systems and procedures we employ, for the internal
resolution of any complaint submitted by a client against us or 1 or more of
our representatives. 
* Our procedures for the resolution of any complaint are transparent
and visible to all clients ensuring that the client has full knowledge
* Clients are easily able to access such procedures through any of our
offices which are open to clients or through the postal system,
telephone/electronic means, including our website. 
* Ensure that the resolution of the complaint is done so in a fair
manner giving equal opportunities to all parties to make their submissions
regarding the complaint. 
* Ensure adequate training of all relevant staff on the procedure to
follow when a complaint has been submitted by a client.
* All complaints will be followed-up at an operational level to ensure
avoidance of similar occurrences that might give rise to complaints and to
improve services, systems and procedures where necessary. 
* Complaints records will be maintained for a minimum period of 5
years together with an indication of whether or not such complaint was
resolved and all cases of non-compliance with the legislation and the
reasons for such non-compliance. 

Guide of Human Rights Commission/Information Officer:

A guide to Act (as contemplated under section 10 of the Act) is available
from the South African Human Rights Commission. The guide contains such
information as may reasonably be required by a person who wishes to exercise
any right contemplated in the Act.

Any enquiries regarding this guide and its contents should be directed to :

PAIA Unit (the Research and Documentation Department)

Postal Address: Private Bag 2700, Houghton, 2041

Telephone: +27 11 484-8300

Fax: +27 11 484-7146


SALU Building, 316 Thabo Sehume Street, Pretoria

Ms. Mmamoroke Mphelo

Tel: 012 406 4818

Fax: 086 5600 3351

Guide to the Ombud for Financial Services Providers (FAIS Ombud) 

If a complaint hasn’t been resolved within 6 weeks or where the complaint
has been dismissed or where the client’s not satisfied with the results of
the investigation into the complaint, the client may (within 6 months of
such feedback from the FSP) refer the complaint to the Ombud for Financial
Services Providers. 

Any enquiries regarding this guide and its contents should be directed to :

The Fais Ombud

Physical address:  Kasteel Park Office Park, Orange Building, 2nd Floor, 546
Jochemus Street, Erasmus Kloof, Pretoria, 00480

Postal Address: PO Box: 74571, Lynnwood Ridge, 0040

Telephone: 012 470 9080 / 012 762 5000 

Email :


16 York Street Kensington B

Randburg 2194


128 Strand Street, Cape Town