Complaints resolution policy

Document information

Owner: Hereditas Wealth Advisory (Pty) Ltd. Compliance Officer: George Mostert. Intended audience: staff, representatives, Key Individuals and clients.

Registered address: 325 Jorissen Street, Monument, Krugersdorp, 1739, South Africa. Director: Ramón Collins. Key Individuals: Ramón Collins and Michael Chellin. Compliance Officer: George Mostert.

Responsible for updating the document: George Mostert, Compliance Officer. Last updated: March 2026. Next review date: March 2027.

Complaints Manager: Ramón Collins. Telephone: 072 590 4508. Email: complaints@hereditas.co.za. Business address: 325 Jorissen Street, Monument, Krugersdorp, 1739.

Purpose

The FAIS Act requires a financial services provider to maintain an internal complaints resolution system. The objective is that complaints are handled fairly and efficiently, resolved as quickly as possible, that clients are treated fairly, and that the firm complies with FAIS and Treating Customers Fairly.

Treating Customers Fairly outcome 6 provides that customers do not face unreasonable post-sale barriers imposed by firms to change a product, switch providers, submit a claim or lodge a complaint.

Services covered

The process applies to the financial services rendered by the firm and its representatives:

• Long-term risk insurance, including life cover, disability cover, severe illness cover, income protection, key person cover and buy-and-sell cover.
• Investment.
• Retirement planning.
• Estate planning, including estate liquidity planning.

1. How to lodge a complaint

A client or prospective client may lodge a complaint in writing by email, hand delivery or registered post, directed to Hereditas Wealth Advisory (Pty) Ltd at complaints@hereditas.co.za.

The complaint should include the name and contact details of the complainant, a policy number or product reference where applicable, and a detailed description of the complaint. Complaints are recorded and retained for a minimum of five years.

2. Who handles it

The complaint is allocated to an appropriately trained staff member. The complainant is told who is responsible. The Key Individual or Complaints Manager oversees the handling.

3. Receive and classify

Complaints are documented in writing, logged in the complaints register, and classified by severity and risk.

• Risk 1, routine complaints: low risk, to be resolved within 15 working days.
• Risk 2, serious complaints: potential regulatory breach, reputational risk, or financial prejudice. Prioritised, and resolved within 5 to 10 working days where possible.
• Risk 3, regulatory complaints: complaints from a regulator, such as the FAIS Ombud, are handled urgently and within the response time the regulator specifies.

4. Acknowledge

All complaints will be acknowledged within 24 hours of receipt. The acknowledgement includes confirmation of receipt, a reference number if applicable, and the contact details of the person handling the complaint.

5. Investigate, resolve and respond

The investigation looks at the root cause, whether any regulatory breach occurred, and whether the client suffered financial prejudice. Product suppliers may be consulted. The complainant is kept informed.

A proposed resolution is reviewed by the Key Individual or Complaints Manager and then communicated to the complainant in writing.

If the complaint cannot be resolved within three weeks, the complainant receives written notice of the delay and of the right to approach the FAIS Ombud. If it remains unresolved after six weeks, the complainant may refer it to the FAIS Ombud within six months.

6. Follow-up and closure

Complaints are monitored for time, fair treatment and systemic issues. They are reviewed by the Key Individuals and the Compliance Officer, used to improve the service, recorded in the complaints register, and retained for regulatory inspection.

FAIS Ombud: P.O. Box 74571, Lynnwood Ridge, 0040. Telephone: 012 762 5000. Email: info@faisombud.co.za. Website: www.faisombud.co.za.