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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.


Private Bag X34, Hatfield, 0028

Telephone: 0861 123 267

Fax: 0866 732 466

E-mail: [email protected]

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: [email protected]

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 Ombud for Financial Services Providers (“FAIS OMBUD”) using the following contact details:

Telephone: +27 12 762 5000

ShareCall : 0860 663 274

Fax: +27 12 348 3447

Email: [email protected]

Website: https://www.faisombud.co.za

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.

National Financial Ombud Scheme South Africa NPC (the NFO)

JHB Head office, postal and physical address: 110 Oxford Road, Houghton Estate, Illovo, Johannesburg, 2198

CPT Physical address: Claremont Central Building, 6th Floor, 6 Vineyard Road, Claremont, 7708

ShareCall: 0860 800 900

E-mail: [email protected]

Website: www.nfosa.co.za

PO Box 580, Menlyn, 0063

Telephone: +27 12 346 1738

Fax: 0866 937 472

E-mail: [email protected]

Building C - South African Bureau of Standards Campus
1 Dr. Lategan Road, Pretoria

Telephone: +27 12 428 7000

Fax: 0866 937 472

E-mail: [email protected]

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