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
Financial Advisory and Intermediary Services (FAIS) advice-related complaints
We 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
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
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.