Customer complaints resolution

Despite your best efforts at some stage your business will be confronted to deal with customer complaints.  Assisting customers in a constructive manner will help you to retain customers. It is thus important for a business to establish a policy regarding customer complaints and document a customer complaints resolution process to manage customer complaints and to resolve them quickly.

In terms of the FAIS Act, it is a requirement that each financial service provider documents its complaints resolution process.  The overall aim of the process is to turn an unhappy client into a satisfied one and to give effect to the TCF principles which provide for fair treatment of clients.

In the following document, we answer some of the more frequently asked questions surrounding this topic in more detail: FAQ - Complaints resolution