AVBOB Mutual Assurance Society (
AVBOB) is a registered financial services provider with the Financial Services Board (FSB) and as such we strive to offer our clients and policyholders fair and ethical treatment that is aligned with the Treating Customers Fairly (TCF) approach as set out by the FSB.
The purpose of this document is to clearly set out the procedure we use to resolve complaints received from clients and policyholders. We have an internal complaints department that manages the complaints resolution process to ensure that when AVBOB receives a complaint it is managed, recorded and responded to within the required regulatory timeline of six weeks.
A complaint is defined as any written expression of dissatisfaction, whether justified or not, about
AVBOB’s provision of, or failure to provide a financial service which resulted in financial loss or material distress.
How do you lodge a complaint?
A complaint must be in writing and all copies of the required information must be attached.
Required information:
- full names and ID number of the complainant;
- policy number;
- postal address;
- telephone number (work, home and cell);
- fax number;
- e-mail address (if available); and
- full nature of complaint.
Where do you send your complaint?
Complaints must be addressed to the Complaints Department and sent using one of the following routes:
The Complaints Department
P. O. Box 1661
Pretoria
0001
Email: complaints@avbob.co.za
Online:
http://avbob.co.za/General/ContactUs
Fax: 086 754 6876
What happens when we receive your complaint?
AVBOB will acknowledge receipt of your complaint within 7 working days. We will further provide you with the name and contact number of the person who will be attending to your complaint. Your complaint will receive priority by professional and experienced personnel. If, however, you do not hear from us within 7 working days, please contact us on 012 303 1399.
AVBOB’s Complaints Resolution Committee will ensure the fair resolution of all complaints submitted by our clients/policyholders.
What happens if you are still unhappy with the outcome of your complaint?
If your complaint was not resolved within a period of 6 weeks or if you are unsatisfied with the resolution you may contact one of the following Ombudsmen:
For complaints related to the rendering of financial services (advice/ intermediary services) you may contact:
The Ombudsman for Financial Services Providers
PO Box 74571
Lynnwood Ridge
0040
Telephone number: 086 032 4766
Fax number: 012 348 3447
For insurance related complaints you may contact:
The Ombudsman for Long-Term Insurance
Private Bag X45
Claremont
7735
Telephone number: 021 657 5000
Fax number: 021 674 0951
AVBOB Compliance Officer Details:
Compliance Officer: K Sekele
Telephone Number: 012 303 1034
Fax Number: 086 683 4025
Clients and policyholders may request a copy of this Complaints Resolution Procedure from any of our
AVBOB offices countrywide.
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