The purpose of this document is to provide clients with information on how to lodge a complaint.
Mexem Africa (Pty)
Ltd (“Mexem”) is committed to handling client complaints in a timely and fair manner
and has implemented systems and procedures to satisfy this commitment.
This document has been formulated in accordance with the provisions of the Financial Advisory and Intermediary Services Act, 37 of 2002 (“FAIS”) and the principles embodied in the “Treating Clients Fairly” (“TCF”) initiative published by the Financial Sector Conduct Authority.
COMMITMENT TO CLIENT SERVICE
Our commitment is to provide excellent service to our clients.
All complaints are taken seriously, and we aim to resolve complaints to the satisfaction of our clients wherever possible.
Any client may lodge a complaint in the manner described in this document.
DEFINITION OF COMPLAINT
For the purposes of this document a “complaint” means a specific complaint relating to a financial service rendered by Mexem or any of its representatives to the complainant.
The complainant must allege in the complaint that Mexem or its representative:
- has contravened or failed to comply with a provision of applicable legislation and that as a result thereof the complainant has suffered or is likely to suffer financial prejudice or damage; or
- has wilfully or negligently rendered a financial service to the complainant which has caused prejudice or damage to the complainant or which is likely to result in such prejudice or damage; or
- has treated the complainant unfairly.
Complaints which do not satisfy the above definition, while always taken very seriously, will not necessarily follow the procedure outlined in this document.
RECEIVING OF A COMPLAINT
Clients may complain by telephone, however, to ensure that all complaints are properly understood and speedily dealt with, clients are urged to submit complaints, where possible, in writing (via email or letter).
Clients may complain by:
Email to: firstname.lastname@example.org;
Letter to: Mexem Africa (Pty) Ltd, 108 Elizabeth Avenue, Parkmore, Johannesburg, 2196
Phone to: +27 (0) 10 – 595-1091
Compliance officer: Mrs SL Schoeman – T: + (27) 21 883 8000 ; F: 012 565 6073 ; C: + (27) 83 655 0515
The complaint must contain all relevant information and copies of relevant documentation must be attached to the written complaint.
Mexem will confirm receipt of a complaint to the complainant within 48 hours of receipt. Mexem will also endeavour to provide the complainant with a time frame within which it is likely to complete its investigation into the complaint but, depending on the complexity of the complaint, this may not always be possible.
RESOLUTION OF A COMPLAINT
Mexem will endeavour to resolve all complaints received in a timely and fair manner.
Where a complaint is resolved in favour of the complainant, a full and appropriate level of redress will be offered in writing as soon as possible.
Where a complaint has not been resolved in favour of the complainant within six weeks of receipt of the complaint, Mexem will send a communication that addresses all the issues and advises the complainant:
- that the complaint may be referred to the FAIS Ombud or other relevant adjudicator if the complainant wishes to pursue the complaint, together with the contact details of such adjudicator; and
- that it should be done within 6 months of receipt of such notification.
Any use of the Mexem website and all trades made through it are subject to our Terms and Conditions, including all annexes thereof, which you must read thoroughly before you start trading on the website.