Complaints Procedure
1. Our commitment
Heptagon Capital and Heptagon Wealth are committed to handling complaints in a fair, transparent, and timely manner. We aim to resolve every complaint at the lowest possible level and to use the lessons learned to improve our service.
2. Definition of a complaint
For the purposes of this procedure, a complaint is any specific expression of dissatisfaction relating to a financial service provided to you by Heptagon Capital, Heptagon Wealth, or one of our representatives, in which you allege that we:
- Have contravened or failed to comply with FAIS or any other applicable law
- Have wilfully or negligently rendered a financial service that caused or is likely to cause prejudice or damage to you
- Have treated you unfairly
- Have provided you with advice or an intermediary service that you believe to be inappropriate, incorrect, or misleading
3. How to lodge a complaint
You may lodge a complaint with us in any of the following ways:
| talktous@heptagonc.com (subject line: "Complaint") | |
| Telephone | +27 11 660 1291 (request to speak to the Complaints Officer) |
| +27 60 541 4685 | |
| In writing | Heptagon Capital, Heritage Square, 5 Cecil Knight Street (Corner of Cecil Knight Street and De Wet Street), Krugersdorp North |
4. What to include in your complaint
To enable us to investigate your complaint promptly and thoroughly, please include:
- Your full name and contact details
- The name of the adviser or representative concerned, if applicable
- A clear description of the issue and the dates on which the events occurred
- The financial product, advice, or service to which the complaint relates
- The outcome you are seeking
- Copies of any relevant documents or correspondence
5. How we will handle your complaint
5.1 Acknowledgement
We will acknowledge receipt of your complaint in writing within 5 business days of receipt and provide you with the name and contact details of the person investigating it.
5.2 Investigation
The Complaints Officer will investigate the complaint fairly and thoroughly, taking into account all relevant facts and any applicable laws, codes, and standards. The Complaints Officer will be independent of the advice or service that gave rise to the complaint.
5.3 Response
We aim to resolve every complaint within 6 weeks of receipt. If we are unable to resolve the complaint within this period, we will write to you to explain why and to indicate when you can expect a final response. In any event, we will provide a final written response no later than 6 months after receipt of the complaint.
5.4 Outcome
Our final response will explain the outcome of our investigation, the reasons for our decision, and any remedy or compensation offered. If you are not satisfied with the outcome, the response will inform you of your right to refer the matter to the FAIS Ombud.
6. Complaints Officer
| Name | Corne Bouwer |
|---|---|
| talktous@heptagonc.com | |
| Telephone | +27 11 660 1291 |
7. Escalation to the FAIS Ombud
If we have not resolved your complaint to your satisfaction within 6 weeks, or if you remain dissatisfied with our final response, you may refer the complaint to the Office of the Ombud for Financial Services Providers (the FAIS Ombud) within 6 months of receiving our final response.
| FAIS Ombud | Office of the Ombud for Financial Services Providers |
|---|---|
| Physical address | Sussex Office Park, Ground Floor, Block B, 473 Lynnwood Road, Lynnwood, Pretoria, 0081 |
| Postal address | P.O. Box 41, Menlyn Park, 0063 |
| Telephone | +27 12 762 5000 or 086 066 3274 |
| info@faisombud.co.za | |
| Website | www.faisombud.co.za |
The FAIS Ombud provides an independent dispute-resolution service free of charge. The Ombud may decline a complaint that has not first been lodged with us, so please give us the opportunity to address your concerns directly before escalating.
8. Other Ombud schemes
Depending on the nature of your complaint, other Ombud schemes may have jurisdiction:
- Ombudsman for Long-term Insurance: www.ombud.co.za, +27 21 657 5000
- Ombudsman for Short-term Insurance: www.osti.co.za, +27 11 726 8900
- Pension Funds Adjudicator: www.pfa.org.za, +27 12 346 1738
- Credit Ombud: www.creditombud.org.za, 0861 662 837
We will direct you to the appropriate Ombud as part of our final response if the matter falls outside the jurisdiction of the FAIS Ombud.
9. Record-keeping
We maintain records of all complaints received, the investigation undertaken, and the outcome reached, for a period of at least 5 years from the date of resolution, in compliance with FAIS record-keeping requirements.
10. Treating Customers Fairly
Our complaints procedure is aligned with the Treating Customers Fairly (TCF) framework. Specifically, we aim to ensure that:
- Complaints are handled fairly, transparently, and without bias
- Clients receive a clear explanation of the outcome and reasons
- Trends and root causes identified through complaints are used to improve our products, advice, and processes
11. Contact
Any queries about this procedure may be directed to:
Email: talktous@heptagonc.com
Telephone: +27 11 660 1291
WhatsApp: +27 60 541 4685