Complaints Handling
PWM aims to ensure that all clients enjoy a seamless experience in their journey towards securing long term financial stability. If you have a complaint, please send it to us so we can do our best to resolve it. All complaints we receive will be handled in accordance with PWM’s Complaints Policy which complies Financial Advisory and Intermediary Services Act. In order to begin the investigation process, we require the complaint to be in writing. Please email our complaint to us using the contact details below and present your case with all the relevant information:
Email address: PWM@privatewealth.co.za
Investigation process
We will confirm receipt of the complaint once received in writing and conduct a full investigation. We will then provide the findings of our investigation and an outcome within the timelines provided in the initial confirmation email. We aim to provide feedback as soon as possible and will communicate where there are any delays.
Escalating a complaint
If you’re not satisfied with the response you receive, you can escalate your complaint to the FAIS ombudsman using the following contact details:
Telephone: +27 12 762 5000
Sharecall: 086 066 3274
E-mail: info@faisombud.co.za
Posal ddress: PO Box 41, Menlyn Park, 0063
Phsical address: 125 Dallas Avenue Menlyn Central, Waterkloof Glen, Pretoria 0010