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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


Private 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


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

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


Private 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


PO 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

Pension funds adjudicator


PO Box 580, Menlyn, 0063

Telephone: +27 12 346 1738

Fax: 0866 937 472

E-mail: enquiries@pfa.org.za

The National Consumer Commission (Consumer Protection Act)


Building 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