Our commitment
Yield Capital is committed to treating clients fairly and resolving complaints in a transparent, fair andtimely manner. We take all complaints seriously and will investigate each complaint properly.
How to lodge a complaint
If you are dissatisfied with any financial service, advice, intermediary service, administrative service orcommunication received from Yield Capital, please submit your complaint in writing.
Please include:
- Your full name and contact details
- The policy, investment, transaction or product concerned
- A clear description of the complaint
- The name of the person you dealt with, where applicable
- Copies of any supporting documents, emails, statements or correspondence
- The outcome or resolution you are requesting
Complaints may be sent to:
Yield Capital (Pty) Ltd
Complaints Officer / Compliance Officer: Michael Randall
Email: info@yieldcap.co.za
Telephone: 021 551 8222
Office: Unit 3B, The Matrix Building, 8 Bridgeway, Bridgeway Precinct, Century City, Cape Town, 7441FSP Number: 30787
What happens after we receive your complaint
We will acknowledge receipt of your complaint in writing within a reasonable time.
We will record the complaint in our complaints register and allocate it to the appropriate person forinvestigation.
We may request further information or documents from you if this is needed to investigate thecomplaint properly.
We will investigate the complaint fairly, objectively and as quickly as reasonably possible.
We will keep you informed of progress where the matter cannot be resolved immediately.
Outcome of the complaint
If the complaint is resolved in your favour, we will take appropriate corrective action withoutunnecessary delay.
If the complaint is rejected, or if the outcome is not fully in your favour, we will provide written reasonsfor our decision and advise you of your further rights.
Escalation to the FAIS Ombud
If your complaint relates to advice or intermediary services and you are not satisfied with our response,or if the matter is not resolved within six weeks, you may refer the complaint to the Office of the Ombud for Financial Services Providers.
FAIS Ombud contact details:
Office of the Ombud for Financial Services Providers
Telephone: 012 762 5000
Sharecall: 086 066 3274
Email: info@faisombud.co.za
Website: www.faisombud.co.za
Physical Address: 125 Dallas Avenue, Menlyn Central, Waterkloof Glen, Pretoria, 0010Postal Address: P.O. Box 41, Menlyn Park, 0063
A complaint should generally be referred to the FAIS Ombud within six months of receiving our finalresponse.
Product provider / insurance-related complaints
Where a complaint relates to the underlying product provider, insurer, bank, investment platform orproduct administrator, we may assist you in directing the complaint to the relevant product provider or Ombud.
Where applicable, the National Financial Ombud Scheme South Africa may be contacted at:
National Financial Ombud Scheme South Africa
Telephone: 0860 800 900
Email: info@nfosa.co.za
Website: www.nfosa.co.za