Complaints Handling Policy

1. Introduction

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At Scotasay Financial Western Cape (Pty) Ltd (“Scotasay”, “we”, “our”, “us”), we are committed to delivering excellent service and treating our clients fairly at all times. We recognise that occasionally, things may go wrong, and when they do, we welcome the opportunity to put things right.

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This Complaints Handling Policy outlines our approach to receiving, handling, and resolving complaints in a transparent, timely, and fair manner, in compliance with the Financial Sector Conduct Authority (FSCA) requirements and relevant legislation.

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2. Definition of a Complaint

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A complaint is defined as:

An expression of dissatisfaction made by a client or potential client, relating to a financial product or service offered or provided by Scotasay, alleging that the complainant has suffered, or is likely to suffer, financial prejudice or distress as a result of the conduct, negligence, or failure of Scotasay or its representatives.

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3. How to Submit a Complaint

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Clients can submit complaints through any of the following methods:

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• Email: info@scotasay.com

• Online: via the Contact Us on our website

 

To help us process your complaint efficiently, please include the following:

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• Your full name and contact details

• Account number (if applicable)

• A clear description of the issue

• Any relevant documents or evidence

• The resolution you are seeking

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4. Complaints Process and Timeframes​​

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Upon receiving your complaint, we follow this process:

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​Step: Acknowledgement

• Action: We will acknowledge receipt of your complaint in writing  

• Timeframe: Within 2 business days

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​Step: Investigation    

• Action: We will conduct a fair and thorough investigation   

• Timeframe: Within 15 business days

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​Step: Outcome

• Action: We will provide a written response with our findings and any proposed resolution

• Timeframe: Within 30 business days

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If additional time is required due to complexity, we will inform you and provide an expected resolution date.

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5. Escalation

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If you are dissatisfied with our final response, or if we do not resolve your complaint within 6 weeks, you have the right to escalate the matter to the:

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Office of the FAIS Ombud

• Website: www.faisombud.co.za

• Email: info@faisombud.co.za

• Phone: +27 12 762 5000

• Address: FAIS Ombud, Kasteelpark Office Park, Orange Building, 546 Jochemus Street, Erasmuskloof, Pretoria, 0048

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Note: Complaints must be submitted to the Ombud within six months of receiving Scotasay’s final written response.​

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6. Record Keeping

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Scotasay will maintain a register of all complaints received, including:
 

• Complainant’s details

• Nature and category of the complaint

• Outcome and actions taken

• Timeframes of acknowledgment, investigation, and resolution

Records will be kept for at least five (5) years, as required under FSCA regulations.

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7. Staff Training and Oversight

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All Scotasay employees and representatives are trained on complaint handling procedures to ensure compliance, professionalism, and consistency. Complaint trends are monitored and reviewed to improve products, services, and internal processes.

 

8. Confidentiality and Fair Treatment

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All complaints are handled with sensitivity and confidentiality. Clients will be treated with respect and fairness throughout the complaints process, in accordance with the principles of Treating Customers Fairly (TCF).

 

9. Review of Policy

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This policy is reviewed annually or whenever there are material changes in regulatory requirements, operational procedures, or client feedback mechanisms.​

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10. Contact Us

 

If you have any questions about this policy or wish to lodge a complaint, please contact us:

 

Scotasay Financial Western Cape (Pty) Ltd
896 Codonia Avenue, Waverley, Gauteng, South Africa
Email: info@scotasay.com