Futurewise Education (Pty) Ltd “Futurewise Education”
Complaints Resolution Policy
Download a PDF
Futurewise Education (Pty) Ltd (“Futurewise”, “we”
or “our”) are authorised financial services providers
(“FSP”) in terms of the Financial Advisory and Intermediary
Services (“FAIS”) Act and we therefore have a responsibility
to treat all clients fairly with honesty and integrity.
We are committed to a high service standard, rendering financial services
with integrity, the speedy resolve of complaints and the overall
improvement of processes even in the instance where a complaint may be
viewed as ‘invalid’ in terms of the relevant policy wording.
In this regard, we consider all complaints as valuable feedback that
requires addressing in a meaningful manner.
Important and guiding material/bodies applicable to this Complaints
Management Framework include all six Treating Customers Fairly (TCF)
Outcomes, the Financial Sector Conduct Authority (FSCA) and the
Policyholder Protection Rules (PPR). A copy of this document is available
for viewing and download on our website.
2. Objective
The objective of the Complaints Management Framework is to formalize the
process in which dissatisfaction is lodged, acknowledged, investigated,
resolved, and leads to overall improvement/s.
Fundamental to the successful operation of Futurewise, we ensure that all
core team members, call center agents and representatives receive
extensive training in this regard, that the Complaints Management
Framework is made easily accessible to all policyholders and that this
document is continuously reassessed by senior management, so that overall
improvement/s are actioned as a consequence of feedback received from
policyholders.
It is noted that Treating Customers Fairly Outcomes (“TCF
outcomes”) as well as Policyholder Protection Rules,
(“PPR”) especially with regards to complaints, form part of
our core team member’s annual performance evaluation report, which
is to be completed prior to any potential salary increase and/or
promotion.
3. The Definition of a Complaint
A Complaint as defined in terms of PPR means, an expression of
dissatisfaction by a person to an insurer or, to the knowledge of the
insurer, to the insurer’s service provider relating to a policy or
service provided or offered by that insurer which indicates or alleges,
regardless of whether such an expression of dissatisfaction is submitted
together with or in relation to a policyholder query, that -
-
the insurer or its service provider has contravened or failed to comply
with an agreement, a law, a rule, or a code of conduct which is binding
on the insurer or to which it subscribes;
-
the insurer or its service provider’s maladministration or willful
or negligent action or failure to act, has caused the person harm,
prejudice, distress or substantial inconvenience; or
-
the insurer or its service provider has treated the person unfairly.
All complaints lodged with the Ombudsman/ FAIS/ FSCA are to be dealt with
by Guardrisk exclusively.
All documents and information relating to such a complaint, must be sent
to Guardrisk within 24 (twenty-four) hours of receipt of the complaint.
Please note that there is no service fee charged for the registering of a
complaint.
The Treating Customers Fairly (TCF) Outcomes include:
-
That customers need to feel confident that TCF is central to our
culture;
-
That products are designed, marketed and sold to the right customer,
meeting their required needs;
-
That customers receive clear information that is timely and relevant to
them;
-
That customers receive suitable product/sales advice that takes their
personal circumstances into account;
-
That our products and services perform as expected and that the service
is of an acceptable standard;
-
That there are no unreasonable barriers for customers to change or
switch products.
4. The definition of a Complainant – who
may complain?
A complainant is a person who has a direct interest in the policy/service
or someone acting on behalf of a person with a direct interest in the
policy/service.
For example: a policyholder/person that pays a premium, his/ her
beneficiary, a policyholder’s spouse or registered dependents, a
potential policyholder whose satisfaction relates to the relevant
application, approach, solicitation, advertising or marketing material.
5. Outcomes of a Complaint
-
Rejected: means a complainant’s complaint which
was rejected, and we regard the complaint as been finalised after having
advised the complainant that we do not intend to take any further
action. A formal repudiation letter with all the complaint details will
be sent to the complainant. Please note that there are 2 (two)
variations of a rejected complaint:
-
Invalid: which mean the complainant does not accept
or respond to proposals to resolve the complaint within 7 (seven)
days. This includes sending relevant documentation, acting upon our
advice as well as not being able to reach the complainant via
telephone and/or e-mail;
-
Unjustified: which means the policy has been met,
the complainant has been treated fairly as far as possible, there is
no legal leg to stand on to assist the complainant, complainant
refuses to accept outcome of the merit assessment and nothing
further can be done to assist the complainant.
-
Upheld: means your complaint was successful, either:
-
Wholly, which means the outcome was rendered in
favor of the complainant and the complainant received exactly what
he/she was looking for; or
-
Partially, which means both the complainant and
Futurewise were able to find a mutual resolution in respect to the
compalint.
There are 2 (two) variations of a ‘wholly’ or an
‘partial’ complaint:
-
Compensation Payment: which means to compensate a
successful complainant for a proven financial loss incurred as a
result of our wrongdoing, a payment which is either:
-
Contractually due: which means the complainant
should have received the assistance and help from us from the
start, therefore rendering it a justified complaint;
-
Not contractually due: which means the
complainant does not have a legal standing or a legal argument,
however, due to the poor handling of the complaint by us, in the
form of negligence, we would, for example refund the complainant
his/her premiums and cancel the complaint.
-
Goodwill Payment: which means the complainant is
not covered in terms of the policy, but we are willing and able to
assist the complainant due to extraordinary circumstances, which we
will determined in our sole discretion.
6. The Category/Categories of Complaints
- The design of a policy or related service;
-
Information provided to the policyholders or lack of information and
feedback provided to a policyholder;
- Advice provided by the sales representative;
- Policy performance and/or servicing including negligence;
- Admin services such as premium collection;
- Policy accessibility, ability to change or switch;
-
The handling of a complainant’s complaint, which not in accordance
with this policy;
-
Complaints relating to insurance claims, such as a rejection of a merit
assessment for litigation (in-Court) cover;
- Other complaints.
7. The process to lodge a complaint:
Futurewise Education Pty Ltd Complaints Officer: Thato
Ramashala
Email: info@Futurewise.co.za
Contact: 0800 388883
We have the following processes in place when attending to a complaint:
-
When logging a complaint online via our platform, please ensure that you
include all the relevant information for a speedy resolution; this
includes your case or product details, any supporting documents and the
relevant dates/times relevant to your dissatisfaction. The reason for
your dissatisfaction must be clear in order for our team to investigate
your complaint diligently.
-
You may also send your complaint directly via our website
Futurewise.co.za,
alternatively, you may lodge a complaint telephonically by calling our
dedicated customer service line on: 0800 388883 and speaking to our
Complaints Officer: Thato Ramashala
-
Please note that complaints logged using a telephone voice recording
will be reduced to writing by the officer assigned to attend to your
complaint;
-
Regardless of the method chosen to lodge a complaint, you will receive
an immediate email after logging your complaint on our platform which
will confirm:
- That your complaint has been received;
- A summary of the details of the complaint; and
-
The direct email address to be used to follow-up on your complaint.
8. The Internal Complaints Handling Process
-
Should you choose to lodge your complaint via our dedicated customer
service line, the person dealing with your complaint
(“handler”) will introduce him/herself and:
-
Ask you what your preferred outcome of the complaint would be? We ask
that you please refer to the Outcomes of a Complaint mentioned in
section 5 above, but do not be discouraged by the terminology, as the
person dealing with your complaint will listen to whatever reason you
have for your dissatisfaction;
- Answer any and all questions to the best of his/her ability;
-
Request your availability/preferred times for follow-up calls and
preferred communications medium for feedback, whether by e-mail or phone
call;
-
Advise you to kindly expect feedback within 7 (seven) days,
alternatively 3 (three) days where time is of the essence, such as where
a court date is involved, or as soon as reasonably possible;
-
Inform you that our claims reporting and handling process will commence
immediately, and the handler will undertake to diarise the file for the
periods outlined in paragraph v above in order to provide feedback to
you;
-
It is important that you co-operate by providing copies of all relevant
evidence and correspondence as requested by the handler;
-
Should the matter remain unresolved after either 3 (three) or 7 (seven)
days (as applicable) and feedback has been provided to you by the
handler, then our claims handling team will continue to provide you with
feedback for as long as the complaint(s) remains unresolved. s;
-
You may escalate the matter on our platform or via a telephone call
where the handler did not attend to your complaint as per the timeless
indicated in paragraph v, vi or vii above. We kindly request that you
follow the same steps as set out in section 7 above and advise the
representative that you wish to escalate the matter;
-
Should the matter be rejected as an Outcome of the Complaint as set out
in section 5 above, you will then be provided with all the reference
numbers/information and contact numbers of the relevant Ombud and/or
Regulatory Body, should you elect to take the matter further.
9. Complaints Escalation and Review Process
-
Referral to Guardrisk Life
In the event that your matter/complaint is rejected and you wish to
escalate the matter, you may contact Guardrisk directly or the matter
may be escalated on your behalf:
| Tel: |
0860 333 361 |
| Email: |
complaints@guardrisk.co.za
|
| Address: |
129 Rivonia Road, Sandton, 2196 |
| Postal Address: |
PO Box 786015, Sandton, 2146 |
-
Referral to the Ombudsman
Should your complaint be against us or Guardrisk, please lodge your
complaint with the relevant Ombudsman.
When the complaint is pertaining to a Long-term (life) product; the
matter will then be referred to the
Ombud for Long-Term Insurance. The procedure for
lodging a complaint may be found on the website for the Ombud for
Long-term Insurance (www.ombud.co.za) or you may obtain it directly from the Ombud at the following
contact details:
| Tel: |
(021) 657 5000 |
| Share call: |
0860 103 236 |
| Email: |
info@ombud.co.za
|
| Address: |
3rd Floor Sunclare Building, 21 Dreyer Street, Claremont, Cape
Town, 7700
|
| Postal Address: |
Private Bag X45, Claremont, 7735 |
-
Referral to Financial Services Conduct Authority (FSCA)
Should you have a complaint against an/the intermediary (e.g. a
broker/sales person selling you the product) the complaint may be
lodged with the FSCA online via
www.fsca.co.za/Pages/Contact-Us.aspx
-
Referral to the FAIS Ombud
If a complaint hasn’t been resolved within the stipulated time
frames or where the complaint has been dismissed or where you are not
satisfied with the results of the investigation into your complaint,
you may (within 6 months of such feedback from the FSP) refer your
complaint to the FAIS Ombud.
A complaint form needs to be completed, which can be downloaded from
the FAIS Ombud’s website (www.faisombud.co.za). The complaints registration form is also available from the FAIS
Ombud at the following contact numbers:
| Telephone: |
(012) 762 5000 / (012) 470 9080 |
| E-mail address: |
info@faisombud.co.za
|
| Address: |
Sussex Office Park; Ground Floor, Block B; 473 Lynnwood Road Cnr
Lynnwood Road & Sussex Ave, Lynnwood, 0081
|
| Postal address: |
PO Box 74571, Lynnwood Ridge, 0040 |