Making a Complaint…

Making a Complaint

FAIS is aimed at protecting consumers by ensuring that the rendering of intermediary services and/or the giving of advice in relation to a financial product is done in a competent and transparent manner. Consumers of financial products have the right to complain about any inappropriate advice or services rendered.
CurrencyAssist is committed to maintaining these standards of competency and transparency when dealing with prospective and existing customers.

Our Complaints Procedure

Who may lodge the complaint?
The complaint may be lodged by you as a client, a nominated beneficiary or a lawful successor.

What constitutes a complaint?
A complaint may be lodged by you against CurrencyAssist SA (Pty) Ltd or any of its representatives if you have:

Been treated unfairly, suffered prejudice or damages as a result of CurrencyAssist SA (Pty) Ltd or its representative failing to comply with the provisions of FAIS.

Suffered prejudice or damages as a result of the wilful or negligent financial service rendered by CurrencyAssist SA (Pty) Ltd or its representative.

How to complain – the first step:

It is advisable to complain to CurrencyAssist SA (Pty) Ltd or its representative first.
i. Phone our client relations team on: +27 21 300 2877
Ii. Email:

Ask us to look at the complaint. You will need to fill in our complaint form with the details. Our client relations team can help you fill the form in. Alternatively, our client relations team can send the form to you.

Our complaint form:
i. Complainant needs to sign the complaint form and return to us.

Complaint forms will be directed to the relevant departmental Manager.
Complaints regarding unusual or suspicious transactions and fraud will be forwarded to CurrencyAssist SA (Pty) Ltd’s Compliance Officer.

Receipt of the complaint:
Once you have lodged your complaint we will:

acknowledge receipt of the complaint in writing

investigate the complaint in a timely and fair manner

Your complaint will be dealt with confidence.

Respond to you with the outcome of our investigation

Other Ombudsman and Regulatory Contact Details
If you are not satisfied with the level of service from us, you are then entitled to approach the FAIS Ombudsman, within 30 days on the detail:

FAIS Ombudsman
PO Box 74571
Lynwood Ridge

Tel: 0860 3234 766

If you have any further questions please let us know and we will answer them as soon as we can.