Compliance & regulation:
how we protect you.
Financial advice in South Africa is closely regulated, and for good reason. Here’s how we meet our obligations, and what that means for you.
Template for review. Confirm every statement, licence detail and contact on this page with your compliance officer before publishing.
Our regulatory status
Authorised FSP
Licensed under the FAIS Act. FSP No. [to be confirmed]
Regulated by the FSCA
We’re supervised by the Financial Sector Conduct Authority.
POPIA compliant
Our Information Officer is registered with the Information Regulator.
FICA compliant
We verify identity and keep records as anti-money-laundering law requires.
Treating Customers Fairly
Treating Customers Fairly (TCF) is the FSCA’s framework for how financial firms should treat clients. These are the six outcomes we commit to.
Fair treatment, always
Treating you fairly is built into how we work, not added on afterwards.
The right products for the right people
We only recommend products designed for someone in your situation.
Clear information
You get clear, timely information before, during and after you buy.
Suitable advice
Our advice is based on your needs, and we record why each recommendation suits you.
Products that perform as promised
We hold providers to what they’ve told you, and follow up if they don’t deliver.
No unreasonable barriers
Claiming, complaining, changing or cancelling should never be made difficult.
The laws we follow
The key legislation that governs our work, in plain language.
Financial Advisory and Intermediary Services (FAIS) Act
Protection of Personal Information Act (POPIA)
Financial Intelligence Centre Act (FICA)
Insurance Acts and Policyholder Protection Rules
Medical Schemes Act
Pension Funds Act and Collective Investment Schemes Control Act
Conflicts of interest & how we're paid
We may earn commission from product providers, as regulated by law, or an advice fee that you agree to in writing beforehand.
- Every fee and commission is disclosed before you accept a recommendation
- We hold intermediary agreements with several providers, so we're not tied to one
- We manage conflicts of interest under a written policy, available on request
- We never accept incentives that could influence the advice we give you
Not happy? Tell us.
We take every complaint seriously. Here’s what happens when you raise one.
Tell us
Send your complaint in writing to [complaints email], with your name, policy details and what went wrong.
We acknowledge it
We confirm receipt promptly and tell you who is handling your complaint.
We investigate
We look into what happened, fairly and objectively, and keep you updated.
We respond
We aim to resolve your complaint within six weeks, and explain our decision in writing.
You can escalate
If you’re not satisfied, you can take the matter to the relevant ombud, free of charge.
Independent ombuds
If we can’t resolve your complaint, these free, independent bodies can help.
Office of the FAIS Ombud
Complaints about financial advice and intermediaries
www.faisombud.co.za
National Financial Ombud Scheme
Complaints about insurers and insurance policies
www.nfosa.co.za
Council for Medical Schemes
Complaints about medical aid schemes
www.medicalschemes.co.za
Pension Funds Adjudicator
Complaints about retirement funds
www.pfa.org.za
Policies & documents
Available on request
- Conflict of interest management policy
- Complaints management policy
- PAIA manual (Promotion of Access to Information Act)
- List of product providers we hold agreements with
Questions about compliance?
Contact our compliance officer at [compliance email], or speak to your adviser. We’re happy to explain any of our obligations.