Compliance · Complaints
Complaints Resolution Policy
How OneCompare (Pty) Ltd handles complaints. We aim to resolve every complaint fairly, promptly, and transparently. This Policy explains how to raise a complaint with us, our internal timelines, the categories we use, and the independent bodies you can refer to if we don’t get it right.
Contents
- 1.Policy statement
- 2.What is a complaint
- 3.Principles we apply when handling complaints
- 4.How to lodge a complaint with us
- 5.The complaints process and our timelines
- 6.Categorisation of complaints
- 7.External recourse
- 8.Time limits
- 9.Record-keeping
- 10.Internal oversight and reporting
- 11.Publication and amendments
- →Ready to raise a complaint?
1.Policy statement
OneCompare (Pty) Ltd ("OneCompare", "we", "us", "our") is an authorised Financial Services Provider (FSP 55551) authorised by the Financial Sector Conduct Authority (FSCA) under the Financial Advisory and Intermediary Services Act, 2002 ("FAIS").
OneCompare is committed to dealing with complaints fairly, promptly, and transparently. This Complaints Resolution Policy ("Policy") sets out how clients and other stakeholders can raise a complaint with us, the standards we apply when handling complaints, and the external channels available if a complaint is not resolved to a complainant’s satisfaction.
This Policy is adopted in accordance with section 17 of the General Code of Conduct for Authorised Financial Services Providers and Representatives, 2003, and the FSCA Conduct Standards and Policyholder Protection Rules applicable to financial services providers.
2.What is a complaint
For the purposes of this Policy, a "complaint" means an expression of dissatisfaction by a client or potential client relating to a financial service rendered by OneCompare or by any of its representatives, where the client alleges that OneCompare or its representative has:
- Contravened or failed to comply with the FAIS Act, any other applicable law, any rule of conduct, or any agreement between the client and OneCompare.
- Wilfully or negligently rendered a financial service to the client that has caused the client harm, prejudice, distress, or substantial inconvenience.
- Treated the client unfairly.
A general query, a request for information, or a request for service that does not include an allegation of any of the above is not a complaint and is dealt with through our normal client service channels.
3.Principles we apply when handling complaints
Our complaints handling framework is built on the following principles, in line with the Treating Customers Fairly outcomes:
- Complaints are taken seriously. Every complaint is recorded, investigated, and responded to.
- Complaints are easy to raise. Clients can complain by email, by telephone callback request, or by post, at no cost to themselves.
- Complaints are handled by people with the right skill, knowledge, and authority to investigate them properly.
- Complaints are escalated promptly where the person who originally received the complaint cannot resolve it.
- Complaints are handled within clear, documented timeframes.
- Complaints are handled without retaliation. Raising a complaint will not prejudice the complainant’s ongoing relationship with us.
- Patterns in complaints are reviewed by our compliance function so that we can identify and fix the root cause of recurring issues.
4.How to lodge a complaint with us
Please give us the first opportunity to resolve your complaint. You can lodge a complaint in any of the following ways:
4.1By email
Send your complaint to legal@onecompare.co.za. This inbox is monitored by our Information Officer and the Complaints Officer. Please include your full name, contact details, the date of the events you are complaining about, the names of any OneCompare representatives involved (if known), a clear description of the issue, and the outcome you are seeking.
4.2By post
OneCompare (Pty) Ltd, Complaints Officer, 377 Rivonia Boulevard, Rivonia, Johannesburg, Gauteng 2191, Republic of South Africa.
4.3By telephone callback
Request a callback from our help page at /help. We will call you back during business hours. Please note that callbacks are most effective for resolving service issues quickly. For formal complaints we recommend following up your call in writing to legal@onecompare.co.za so that we have a clear record of the matter.
5.The complaints process and our timelines
When we receive a complaint, we follow a documented process designed to investigate and respond fairly. Our standard timelines are:
5.1Acknowledgement (within 5 business days)
We will acknowledge receipt of your complaint within five business days. Our acknowledgement will confirm who is handling your complaint, give you a reference number, and tell you when you can expect our substantive response.
5.2Investigation (within 4 to 6 weeks)
We will investigate your complaint by gathering the relevant records, interviewing any representative involved, and reviewing the matter against the standards required by the FAIS Act, the General Code of Conduct, and our internal procedures. We aim to issue a substantive response within four to six weeks of receiving your complaint.
If the matter is unusually complex and we need more time, we will tell you the reason for the extension and the new expected response date. We will not leave you uninformed.
5.3Outcome and reasons
Our written response will set out our decision, the reasons for it, and — where the complaint is upheld in whole or in part — the steps we intend to take to put things right. Where the complaint is not upheld, we will explain why and we will tell you about your right of external recourse (see section 7 below).
6.Categorisation of complaints
We categorise complaints so that we can monitor patterns and identify root causes. Categories include but are not limited to:
- Service complaints — about delays, communication, or the conduct of a representative.
- Disclosure complaints — about information we have provided being incomplete, unclear, or misleading.
- Suitability complaints — where a service rendered is alleged to have been unsuitable for the client’s needs.
- Conflict-of-interest complaints — about an actual or perceived conflict of interest that has not been properly managed or disclosed.
- Information and privacy complaints — about how we have handled the client’s personal information under POPIA.
- Maladministration complaints — administrative errors, lost documents, or other process failures.
7.External recourse
If your complaint is not resolved to your satisfaction — either after our final response, or if six weeks have passed since you lodged the complaint with us and you have not had a substantive response — you have the right to refer the matter to an independent body. These bodies are free to use and there is no risk to your existing policy or claim.
7.1National Financial Ombud Scheme (NFOSA)
The National Financial Ombud Scheme handles complaints against financial services providers and short-term insurers, including matters previously handled by the Ombudsman for Short-Term Insurance (which merged into NFOSA on 1 March 2024). Website: https://nfosa.co.za. Email: info@nfosa.co.za. Telephone: 0860 800 900.
7.2FAIS Ombud
The FAIS Ombud has jurisdiction over complaints relating to financial advice and intermediary services rendered under the FAIS Act. Website: https://faisombud.co.za. Email: info@faisombud.co.za. Telephone: 012 762 5000.
7.3Financial Sector Conduct Authority (FSCA)
The FSCA is the conduct regulator of financial services in South Africa. It does not adjudicate individual disputes but it does receive and respond to information about how FSPs treat their customers. Website: https://fsca.co.za. Toll-free: 0800 20 37 22.
7.4Information Regulator (South Africa)
For complaints relating to how we have handled your personal information under POPIA, you may complain to the Information Regulator. Website: https://inforegulator.org.za. Complaints email: POPIAComplaints@inforegulator.org.za.
8.Time limits
You have a right to lodge a complaint with the FAIS Ombud within three years of the date on which the act or omission giving rise to the complaint occurred, or within three years of the date on which you became aware (or ought reasonably to have become aware) of that act or omission.
Other ombud schemes and the Information Regulator have their own jurisdictional rules and time limits. You should not delay in raising a complaint, as delay may affect your ability to obtain a remedy.
9.Record-keeping
OneCompare keeps records of all complaints received, the investigations carried out, the outcomes reached, and any corrective action taken. These records are retained for a minimum of five years in line with the record-keeping requirements of the FAIS General Code of Conduct, and they are reviewed periodically by the compliance function.
10.Internal oversight and reporting
Complaints data is reported to the OneCompare board of directors at each board meeting. The report includes the number and category of complaints received, the time taken to resolve them, the outcomes, and any patterns identified. Where a pattern points to a root cause, the board oversees corrective action.
OneCompare also reports complaints data to the FSCA in the manner and at the frequency prescribed by the FSCA Conduct Standards.
11.Publication and amendments
This Policy is published on our website at www.onecompare.co.za/complaints-resolution and is accessible from the website footer. A copy is provided free of charge on request to any client or stakeholder at legal@onecompare.co.za. We review and update this Policy at least annually, or sooner where a material change occurs in our business or in applicable law.
Ready to raise a complaint?
Please write to legal@onecompare.co.za with the detail of your complaint. We will acknowledge it within five business days and we aim to respond substantively within four to six weeks. There is no fee for raising a complaint and we will not retaliate against you for doing so.