Fedgroup complaints procedure
The procedure detailing the way that we handle complaints.
Introduction
Fedgroup is committed to customer satisfaction - it is an integral part of Fedgroup’s client centred philosophy and culture. Our Complaints Management Policy and procedures serve to give life to the regulatory requirements in a fresh, practical, and innovative way, as envisioned in Fedgroup’s unique vision, mission, and customer value proposition.
Our complaints policy and procedures aim to ensure that customers receive the best complaint resolution service possible and to ensure that employees of Fedgroup pledge their commitment to ensure a delightful client experience through a concerted and determined effort in resolving every instance of customer dissatisfaction in accordance with effective resolution processes.
You can read our full Complaints Management Policy.
How to submit a complaint
We know that sometimes we may get it wrong, but we are committed to listening to you, improving our services, and ensuring your satisfaction. We always appreciate your feedback and value the opportunity to engage with you where you have not been fully satisfied with your experience of Fedgroup. Please feel free to contact us at any time.
If you feel the need to submit a formal complaint, here are the different ways that you can do so:
- Via email to complaints@fedgroup.co.za
- Phone us on (011) 305 2300
- Complete our complaints form
Our complaints process
We’ll get back to you within 24 hours to confirm we’ve received your complaint and start looking into it right away. Most routine complaints are sorted out quickly, while more complex matters may take a little longer, but we’ll keep you updated every step of the way.
If at any point you’re not happy with the outcome, you’re welcome to escalate it to our CEO, our Compliance team, or even to an external Ombuds for an independent review.
You can read our full complaints process and resolution procedure.