Complaints

COMPLAINTSPOLICY Rand Pro Insurance BrokersUnit 27, Giant Value Centre 17 Ermelo Street, StrubenvaleCape Gate, Brackenfel SpringsRandpro Insurance Brokers is an authorized financial services provider: FSP50240861 306 097 [email protected] FSP 5024 REG No 2014/1743379/07 VAT No 4910113127 10861 306 097

2Complaints Resolution Policy and ProcedureComplaints Policy StatementTo be the preferred supplier of specialized insurance products in South Africa by establishinglong-lasting partnerships with our clients.The purpose of the complaints policyIn line with our commitment to our clients, we maintain an internal complaints resolutionsystem and procedure in case a client complains about a service or product provided by RandPro Insurance Brokers.In other words, this document explains the procedure if you want to complain about any ofthe services offered by our business and it sets out the process we will follow to resolve thecomplaint.Contact Details:Complaints may be lodged by using any of the following channels.Complaints:E-Mail Address: Contact numbers:[email protected] 0861 306 097The OmbudsmanWebsite: E-mail address: Telephone number:www.osti.co.za [email protected] 011 726 8900 www.randpro.co.za

3What happens once a complaint has been made?  We will acknowledge receipt of the complaint in writing to the client  We will keep a record of the complaint and maintain such record for five years, as required by legislation.  Once the complaint has been made, it will be allocated to an appropriate staff member to investigate.  The complainant will be kept informed of the progress of the complaint on a regular basis, and at least every 10 (ten) business days.  We will attempt to resolve the complaint within six weeks of its receipt.  If the complaint is not resolved to the complainant’s satisfaction, the complaints department will inform the complainant in writing that the complainant has the option of referring the matter to the Short-Term Insurance Ombudsman or where a FAIS related complaint, to the FAIS Ombudsman within a 6 (six) weeks period of receipt of such notice.The complaint will be handled by: The Complaints Owner of the relevant section within RandPro. The Complaints Owner will manage and communicate with all parties to get the complaint resolved in a timely and fair manner.What happens if the complaint is not resolved to the client’ssatisfaction?The client will be advised in writing of the reasons why the complaint could not be resolvedand what recourse the client may have.The client may have recourse to the following, whichever is applicable:  Refer the matter to the FAIS Ombud. Refer the matter to the Ombudsmen Short Term Insurance  Seek legal advice from an attorney of what legal action may be taken.  Refer the matter to arbitration or mediation. www.randpro.co.za

4Our CommitmentOur policy is to:  Be committed to resolving client complaints by means of a fair and practical resolution process.  Take steps to investigate and respond promptly to the complaint.  Deal with complaints in a timely and fair manner, with each complaint receiving due consideration in a process that is managed appropriately and effectively.  Ensure that a full and appropriate level of redress is offered to the client, without delay, where the complaint is resolved in favour of the client. www.randpro.co.za