Complaints Handling Policy

Last Updated: 12/03/25

At Brentwood, we are committed to providing high-quality financial services. However, we recognise that there may be occasions when you are dissatisfied with our service. In accordance with the Treating Customers Fairly (TCF) principles set by the Financial Sector Conduct Authority (FSCA) of South Africa, we have established a clear complaints process to ensure that your concerns are addressed promptly, fairly, and transparently.

This policy outlines how you can raise a complaint, how we will handle it, and what to expect during the process.
 

How to Raise a Complaint

If you have a complaint about our services, please follow the steps below:

Step 1: Contact Us

You can submit your complaint through the following channels:

• Contact Form: Accessible by clicking here

• In Person: Visit your nearest branch and speak to one of our representatives.

To assist us in addressing your complaint efficiently, please provide:

• Your full name and contact details.

• A detailed description of your complaint.

• Any relevant supporting documents or previous correspondence.
   

Step 2: Acknowledgement of Your Complaint

Once we receive your complaint, we will:

• Acknowledge receipt in writing within seven (7) working days.

• Assign a reference number for tracking purposes.

• Begin an initial assessment to determine the appropriate course of action.
   

Step 3: Complaint Investigation

Our complaints team will conduct a thorough investigation to determine what went wrong and how we can resolve the issue.

• We may contact you if further information or documentation is required.

• We will keep you updated on the progress of your complaint.

• If your complaint is complex, we may require additional time for a full review.
   

Step 4: Complaint Resolution

We aim to resolve complaints as efficiently and fairly as possible.

• We will provide a final resolution within 30 working days, unless exceptional circumstances apply.

• If we are unable to resolve your complaint within this timeframe, we will provide you with regular updates, explaining the reason for the delay and the expected resolution date.

• If you are not satisfied with the resolution, we will provide details on how to escalate your complaint to the relevant regulatory body.
   

Step 5: Closing the Complaint

Once your complaint has been resolved, we will send you a final response letter or email confirming:

• The outcome of the investigation.

• Any corrective action taken.

• The steps we have implemented to prevent similar issues in the future.

Escalating a Complaint

If you are not satisfied with our resolution, you have the right to escalate your complaint to the Ombud for Financial Services Providers (FAIS Ombud) or the Financial Sector Conduct Authority (FSCA), depending on the nature of your complaint.
 

Ombud for Financial Services Providers (FAIS Ombud)

The FAIS Ombud handles complaints relating to financial advice, investment products, and intermediary services provided by authorised financial services providers (FSPs), including Category I and II FSPs.

• Website: www.faisombud.co.za

• Email: info@faisombud.co.za

• Telephone: +27 (0) 12 762 5000 / 012 470 9080

• Toll-Free Number: 0860 324 766

The FAIS Ombud will only consider complaints if you have first attempted to resolve the issue with us directly and have not received a satisfactory response.
 

Financial Sector Conduct Authority (FSCA)

For complaints related to regulatory misconduct, non-compliance with financial laws, or systemic issues in financial services, you may escalate your complaint to the FSCA.

• Website: www.fsca.co.za

• Email: info@fsca.co.za

• Telephone: 0800 203 722
   

Confidentiality & Data Protection

All complaints are handled confidentially and in accordance with the Protection of Personal Information Act (POPIA). Your personal information will only be used for complaint resolution and regulatory compliance.
 

Alternative Dispute Resolution (ADR)

Where applicable, we may engage in alternative dispute resolution (ADR) mechanisms to resolve complaints before they are escalated to external regulatory bodies.
 

Commitment to Fair Treatment

We take all complaints seriously and use them as an opportunity to improve our services. Our complaints process is designed to ensure that every customer is treated fairly, with transparency and professionalism.

For any further questions regarding our complaints procedure, please contact us by completing the contact form accessible by clicking here.

Brentwood reserves the right to update this policy at any time in compliance with regulatory changes. Please check this page regularly for any updates.