Complaints handling
If you're not satisfied with our resolution to your complaint after you've followed our handling process, you can then file your complaint with the relevant ombudsman, council or adjudicator.
Council for Medical Schemes
expand_morePrivate Bag X34, Hatfield, 0028
Telephone: 0861 123 267
Fax: 0866 732 466
E-mail: complaints@medicalschemes.com
Financial Advisory and Intermediary Services (FAIS) advice-related complaints
expand_moreWe recommend that your first try to resolve your complaint with us before you escalate it to the relevant ombudsman.
If your complaint relates to advice received from your Momentum financial planner then you can direct your complaint to the Financial Advisory and Intermediary Services (FAIS) Complaints Manager. We require the complaint to be in writing. Therefore, please complete the complaint form and fax or email it to the contact details below.
Fax: 0866 776 061
E-mail: clientcomplaints@momentum.co.za
Investigation process
A full investigation into the advice that your Momentum financial planner gave you will be conducted. The complaint will then be presented at a monthly complaints resolution meeting for an objective finding. The process takes approximately four weeks to complete from the date that we receive your complaint (unless communicated otherwise). Thereafter, the finding will be formally communicated to you.
Escalating a complaint
If you’re not satisfied with the response you receive, you can escalate your complaint to the FAIS ombudsman by using the following contact details:
Telephone: +27 12 762 5000 or +27 12 470 9080
Fax: +27 12 764 1422 or +27 12 348 3447
E-mail: info@faisombud.co.za
Address: PO Box 74571, Lynnwood Ridge, 0040
We’re not able to resolve complaints about advice given by independent financial advisers who are not representatives of Momentum. Momentum representatives operate under Momentum’s financial services provider license, whereas independent financial advisers operate under a different financial services provider license. Therefore, you must direct these complaints to the financial adviser, brokerage or the FAIS ombudsman directly.
Ombudsman for long-term insurance
expand_morePrivate Bag X45, Claremont, 7735
ShareCall: 0860 103 236
Telephone: +27 21 657 5000
Fax: +27 21 674 0951
E-mail: info@ombud.co.za
Ombudsman for short-term insurance
expand_morePO Box 32334, Braamfontein, 2017
Toll free: 0860 726 890
Telephone: +27 11 726 8900
Fax: +27 11 726 5501
E-mail: info@osti.co.za
The National Consumer Commission (Consumer Protection Act)
expand_moreBuilding C - South African Bureau of Standards Campus
1 Dr. Lategan Road, Pretoria
Telephone: +27 12 428 7000
Fax: 0866 937 472
E-mail: complaints@thencc.org.za