Complaints

At our company, we understand that sometimes things can go wrong, and we want to hear from you if you are not satisfied with our services. We are committed to resolving complaints as quickly and efficiently as possible, and we have established a complaints process that complies with the Treating Customers Fairly (TCF) requirements set by the Financial Sector Conduct Authority (FSCA) in South Africa.

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How to raise a complaint:

If you have a complaint, please follow these steps

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Step 1: Contact us

The first step is to contact us. You can raise your complaint by emailing us at complaints@brentwoodwealth.com. You can also visit our nearest branch and speak to one of our representatives.

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Step 2: Complaint acknowledgement

Once we receive your complaint, we will send you an acknowledgement letter or email within 7 working days to confirm that we have received your complaint and are investigating it.

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Step 3: Complaint investigation

We will then investigate your complaint thoroughly to determine what went wrong and what we can do to resolve the issue. We will keep you informed of our progress and let you know if we need any further information or documentation from you.

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Step 4: Complaint resolution

We will aim to resolve your complaint as quickly and effectively as possible. If we are unable to resolve your complaint within 7 working days, we will keep you informed of the progress and the reasons for the delay. If we are unable to resolve your complaint to your satisfaction, we will provide you with details on how to escalate your complaint to the relevant regulatory body.

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Step 5: Closing the complaint

Once we have resolved your complaint, we will send you a final response letter or email within 7 working days. The letter will outline our findings and any action we have taken or will take to resolve the issue.

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We take all complaints seriously, and we are committed to using the information we gather from complaints to improve our services and ensure that we continue to treat our customers fairly.

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Thank you for choosing us as your financial services provider.