How to
complain.

How to complain

Send your complaint in writing to support@jafx.com, or by post to JAFX (PTY) LTD, 1st Floor, Sandton Gate, 7 Minerva Road, Glenadrienne, Sandton, 2196, South Africa.

Include your account number, the dates and details of what happened, and copies of any relevant documents. If you cannot put your complaint in writing, telephone +27 83 452 8577 and we will record it for you.

What happens next

We acknowledge your complaint in writing and tell you who is handling it and how to reach them. We record it, investigate it, and tell you the outcome.

If the outcome is not in your favour we give you full written reasons, and we tell you that you may take the complaint to the FAIS Ombud within six months of that response.

If the outcome is in your favour we offer redress without delay.

We keep records of all complaints for five years.

The FAIS Ombud

If we dismiss your complaint, or you are not satisfied with how we handled it, you may refer it to:

Office of the Ombud for Financial Services Providers (FAIS Ombud)
125 Dallas Avenue, Menlyn Central, Waterkloof Glen, Pretoria 0010, South Africa
PO Box 41, Menlyn Park, 0063
Telephone: 012 762 5000
Sharecall: 086 066 3274
Email: info@faisombud.co.za
Website: www.faisombud.co.za