Complaint Resolution Process

1. What can I complain to Mamoru about?

You can file a complaint if it pertains to a product or service that Mamoru provides or offers, or if it concerns an agreement you have with Mamoru regarding its services or products.

2. How should I go about complaining to Mamoru?

Please lodge a complaint in writing to Mamoru, addressed to the Compliance Officer, using any one of the following addresses:

1st Floor, Gateway West, 22 Magwa Cres, Midrand, 2066 or Email: compliance@mamoru.co.za

The complaint must contain the following:

• all relevant information and details pertaining to the customer (including full names, identification number, telephone number where we can reach you, email address);
• all relevant information pertaining to the complaint;
• account information; and
• any documentary proof, where applicable

2.3 Upon receipt of the above-mentioned information, your complaint will be acknowledged by a Mamoru, who will assist in the resolution of your complaint.

2.4 Where possible, Mamoru endeavours to resolve your complaint within ten (10) business days of receipt, taking into account the nature of the complaint and the product type.

2.5 A full record of each complaint received, and all subsequent correspondence will be kept on record by Mamoru for such periods as prescribed by the relevant legislation.

3. What happens next if you are still unhappy?

Mamoru should always be given the opportunity to resolve the complaint. However, should you be dissatisfied with our response, you have the right to refer your complaint to the Ombudsman, as set out in more detail below.

3.1 Complaints relating to intermediary services provided by Mamoru relating to intermediary services provided by Mamoru, as a licensed financial services provider, may be directed to the Financial Advisory and Intermediary Services Ombud (“FAIS Ombud”). The FAIS Ombud acts independently and objectively. Please note that Mamoru does not give advice and any complaints relating to advice will not apply to Mamoru. When filing a complaint with the FAIS Ombud, the complainant and any other parties involved are expected to co-operate fully in order for the complaint to be resolved within a reasonable time frame.

For these purposes, a complainant includes the complainant’s lawful successor in title, or a person nominated as a beneficiary in terms of the financial product that is the subject of the relevant complaint.

Contact details for the FAIS Ombud: