Thank you for taking the time to give us your feedback.

If you wish to find out more about how our feedback process works, please take some time to go through the information below.

Thank you for taking the time to give us your feedback.

If you wish to find out more about how our feedback process works, please take some time to go through the information below.

Intro

Our complaint management system is intended to enable us to respond to issues raised by people making complaints in a fair, timely and cost-effective way.

We have certain specific duties towards you – our valued client. One of these duties is to establish a formal complaint management and resolution framework, which will enable you to exercise your rights as provided for in the Financial Advisory and Intermediary Services Act.

The purpose of this document is to provide guidance to people who wish to make a complaint and to inform you of the procedure which will be followed to provide a resolution for the complaint which you have submitted.

Complaints must be relevant

The financial services environment is complex. We will endeavour to address all reasonable requests from our clients, but may also refer you to a more appropriate facility. Where the complaint relates to any aspect of our service, or any disclosures that ought to be made by us, we will endeavour to address those complaints in writing, within 7 (seven) working days.

In instances where the complaint relates to any matter that is not within our control, we will forward the complaint to the product supplier concerned. Please be advised that we reserve the right to recover costs or damages that we may suffer as a result of clients making frivolous, vexatious or unreasonable claims.

In terms of the FAIS Act, a “complaint” means, an expression of dissatisfaction by a person to a provider or, to the knowledge of the provider, to the provider’s service supplier, relating to a financial product or financial service provided or offered by that provider which indicates or alleges, regardless of whether such an expression of dissatisfaction is submitted together with or in relation to a client query, that –

• The provider or its service supplier has contravened or failed to comply with an agreement, a law, a rule, or a code of conduct which is binding on the provider or to which it subscribes;

• The provider or it service supplier’s maladministration or wilful or negligent action or failure to act, has caused the person harm, prejudice, distress or substantial inconvenience; or

• The provider or its service supplier has treated the person unfairly.

Procedure

Our internal complaints resolution procedure is intended to provide for the fair and effective resolution of complaints. The time periods set out in this procedure will be adhered to as strictly as possible but may be varied if necessary.

1. Your complaint and all communication in connection with your complaint must be in writing. You must confirm all verbal communication made in connection with the complaint in writing within 3 (three) days working days of the communication.

A complaint may be lodged in FIVE (5) ways:

a) Walk-in – A branch supervisor will assist you to complete the complaint form.
b) Call Centre – The call centre can send you a complaint form.
c) Email – A complaint form can be emailed to you be the complaints department.
d) Icebolethu Facebook page.
e) Fax – The call centre can fax a complaint form to you.

 

2. Please indicate the following information on the complaint form:

a) Personal details including full names, residential address and identity number.
b) Contact details, work and personal and email address. Please indicate if you have a preference of how you would like to receive future
communications regarding your complaint. Please take into consideration that the method of communication chosen by you will determine how quickly you receive a response.
c) Icebolethu Policy/ Funeral Number.
d) Nature of Complaint.
e) Full details of the complaint and the name of the person you dealt with.

 

3. Once the complaint is received by us, this is how it will be dealt with:

a) It will be allocated to a Complaint Agent and given a reference number.
b) The complaint will be entered into our Complaints Register and written confirmation of receipt will be forwarded to you. We will keep record of the complaint for 5 (five) years as required by legislation.
c) The complaint will be brought to the attention of the senior manager in charge of the relevant department. You might then receive a response to your
complaint.
d) If your complaint requires further investigation, we will revert to you with our preliminary findings within 7 (seven) working days from the date of receipt of the complaint. In all instances we will advise you of the reasons for our decisions.
e) The preliminary findings will be discussed with all internal parties concerned, and a proposed solution will be sent to you within a further 7 (seven) working days..
f) If you are not satisfied with our solution, you may request the complaint to be escalated. The solution may be amended or confirmed. Certain decisions may have to be approved by the senior management. In such cases we will communicate that fact to you, as well as the date on which a decision relating to
your complaint will be taken.

 

4. If, after having referred the complaint for escalation, you are still not satisfied with the outcome, we will regard the complaint as being unsatisfactorily resolved. In such a case, you may approach the office of the Ombud for Financial Services Providers or take such other steps as may be advised by your legal representatives.
The Ombud is appointed by the Financial Services Conduct Authority (the “FSCA”) to act as an adjudicator in disputes between clients and financial services providers. The referral to the offices of the Ombud must be done in accordance with the provisions of section 27 of the Financial Advisory and Intermediary Services Act 2002 and the rules promulgated in terms of that section.

In instances where we have not been able to arrive at a resolution within 6 (six) weeks after you have submitted your complaint, you may refer the matter to the Ombud. The Ombud acts independently and objectively and has jurisdiction in respect of complaints relating to advice or intermediary services, which has arisen after 15 November 2002.

You must, if you wish to refer the matter to the Ombud, do so within 6 (six) months from the date of the notice in which we inform you that we are unable to resolve your complaint to your satisfaction. The Ombud will not adjudicate in matters exceeding a value of R800 000.

Complaints Form

Please send us the details about the complaint. We will review your complaint and follow up as soon as possible.

  1. If a client is dissatisfied with any aspect of the service, send your complaint in writing to complaints@icebolethu.co.za; or you can visit Icebolethu Funerals head office at 277 Umbilo Road, Durban. Should the client still be unhappy with the resolution they can escalate;
  2. Their complaints to Sanlam Developing Markets Limited in writing to gbcomplaints@sanlamsky.co.za via telephone to 011 359 3014; should the client still be unhappy they can escalate;
  3. Their complaint to Sanlam Arbitrator in writing to arbitrator@Sanlam.co.za or fax (021) 957 1786;
  4. Should the client still be unhappy they can lodge their complaint to the National Financial Ombud Scheme South Africa NPC (the NFO); Tel: 0860-800-900; Email: info@nfosa.co.za; Website: www.nfosa.co.za .

Complaints Form

Please send us the details about the complaint. We will review your complaint and follow up as soon as possible.

  1. If a client is dissatisfied with any aspect of the service, send your complaint in writing to complaints@icebolethu.co.za; or you can visit Icebolethu Funerals head office at 277 Umbilo Road, Durban. Should the client still be unhappy with the resolution they can escalate;
  2. Their complaints to Sanlam Developing Markets Limited in writing to gbcomplaints@sanlamsky.co.za via telephone to 011 359 3014; should the client still be unhappy they can escalate;
  3. Their complaint to Sanlam Arbitrator in writing to arbitrator@Sanlam.co.za or fax (021) 957 1786;
  4. Should the client still be unhappy they can lodge their complaint to the National Financial Ombud Scheme South Africa NPC (the NFO); Tel: 0860-800-900; Email: info@nfosa.co.za; Website: www.nfosa.co.za .

Compliments Form

Please send us the details about the compliment below.

Please take into consideration that the method of communication chosen by you will determine how quickly you receive a response.
Please provide us with your Icebolethu funeral / policy number.
Please provide us with your reason for the compliment.
Please provide us with full details of the complaint and the name of the person you dealt with.

Compliments Form

Please send us the details about the compliment below.

Please take into consideration that the method of communication chosen by you will determine how quickly you receive a response.
Please provide us with your Icebolethu funeral / policy number.
Please provide us with your reason for the compliment.
Please provide us with full details of the complaint and the name of the person you dealt with.