Complaints Resolution Procedure
You are important to us. We aim to treat you fairly and honestly; provide you with excellent service and help you promptly when you have a query or complaint.
How can you help us to resolve your complaint as soon as possible?
In order to speed up the resolution process, always ensure that all information relating to your complaint is readily available when contacting us. This information includes:
• The policy / fund / investment account affected by the complaint.
• What you expect from us to resolve the issue.
• Your contact details so that we can get hold of you.
• Any correspondence from Anglowealth which relates to the complaint.
• The names of the people you have dealt with so far, if any.
• The dates and times of these contacts.
The following channels are available to you:
Email address: Customercare@anglowealth.co.za
Contact number: 031 566 5201 / 081 597 0521
Once you have logged your complaint with us, we undertake to:
• Acknowledge your complaint within 2 working days of receipt
• Advise who is dealing with your complaint and their contact details
• Resolve the complaints as soon as possible but no longer than thirty days
• Update you with any delay reasons and an expected timeframe for resolution
If your complaint was not resolved to your satisfaction with your Financial Advisor or Customer Care department, you may escalate the matter via the channels below and mark it as an escalated complaint:
Email address: Trisha@anglowealth.co.za
Contact number: 031 566 5201 / 081 597 0521