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Complaints handling procedure

We recognise the importance of giving excellent service to our clients. This is why we always appreciate client feedback, which we use to improve our offering to you.

We have a complaints handling procedure for clients, who are not satisfied with the products, benefits, service or advice that they received. The purpose of this complaints handling procedure is to make sure that we are able to resolve all complaints.

If you have a complaint about your policy or the advice you received, we recommend that you first contact your financial adviser.

You can also contact our client services department directly to lodge a complaint with one of our service consultants. If you are not satisfied with the response you receive from our service consultant, you can escalate your complaint to a service manager. The service manager will acknowledge receipt of your complaint, within 24 hours. The service manager will work together with our internal complaints department to review your complaint. You will then receive a response from the service manager, within two working days of him/her acknowledging receipt of your complaint. The service manager will give you a detailed explanation, in his/her response, about the outcome or resolution of your complaint.

Our client services departments' contact details are available on our "contact us" page.

If the service manager has still not resolved your complaint to your satisfaction, you can forward it to the Ombudsman for long-term insurance (for life insurance and investment type products) or Pension funds adjudicator (for retirement savings products). Their contact details are as follows:


 

Council for Medical Schemes Open
Financial advisory and intermediary services (FAIS): Advice-related complaints Open

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: 086 677 6061
  • E-mail: clientcomplaints@momentum.co.za

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.

If you are not satisfied with the response you receive, you can escalate your complaint to the FAIS ombudsman by using any of the following contact details:

  • Telephone: +27 12 762 5000/ +27 12 470 9080
  • Fax: +27 12 86 764 1422/ +27 12 348 3447
  • E-mail: info@faisombud.co.za

Please note that we are 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. This means that we have no control over the advice given by independent financial advisers. Therefore, you must direct these complaints to the financial adviser, brokerage or the FAIS ombudsman directly.

We recommend that you first try to resolve your compliant with us, before you escalate it to the relevant ombudsman.

Ombudsman for long-term insurance Open
  • Private Bag X45, Claremont, 7735
  • ShareCall: 0860 10 32 36
  • Telephone: +27 21 657 5000
  • Fax: +27 21 674 0951
  • E-mail: info@ombud.co.za
Pension funds adjudicator Open
  • PO Box 580, Menlyn, 0063
  • Telephone: +27 12 346 1738
  • Fax: 086 693 7472
  • E-mail: enquiries@pfa.org.za