Compliments and Complaints

Below please find our compliments and complaints process

 

It is our aim to give you outstanding client service and treat you fairly. Your views are very important to us.

 

Have we impressed or delighted you?

 

We would like to hear about your positive experiences with us. Share with us what we have right so that we can acknowledge our staff and know which products or processes work well for you.

Should you be dissatisfied with our service or any of our products have not met your expectations, we would like to hear about it too.

Our complaints team has been specifically trained to handle and resolve complaints. They will investigate it and try to resolve it as soon as possible in a fair manner. Assupol will process and protect your personal information as required by relevant laws and the constitution of the RSA.

For further information please refer to our Privacy Notice on Privacy Statement

 

STEP 1: Please send your feedback to:

How we will take care of complaints

STEP 2: Complain to the Sanlam Arbitrator if you are dissatisfied.

 

If the complaint has not been resolved to your satisfaction, you may refer it to the Sanlam Arbitrator, an impartial person who investigates disputes between dissatisfied clients and Sanlam.

Contact details of the Sanlam Arbitrator

E-mail: arbitrator@sanlam.co.za

 

STEP 3: Complain to an external ombudsman if you are still dissatisfied.

 

If the Sanlam Arbitrator’s answer also does not satisfy you, you may send your complaint to the relevant Ombudsman:

 

Advice complaints	Service / Product complaints
The FAIS Ombud	The National Financial Ombud Scheme (NFO)
Tel: 012 762 5000	Tel: 0860 800 900
E-mail: info@faisombud.co.za	E-mail: info@nfosa.co.za
Website: www.faisombud.co.za	Website: www.nfosa.co.za