Complaints Procedure
Our commitment to you
At HRS (Pty) Ltd, each one of our customers are important to us, and we believe you have the right to fair, swift and courteous service at all times. We deal with all complaints in a serious manner and conduct a full investigation upon receipt of your complaint. We will deal with it promptly, effectively and in a positive manner.
Where HRS (Pty) Ltd resolves a complaint in your favour, we shall ensure that a full and appropriate level of redress is offered to you without any delay.
Please send your complaint, with relevant supporting documentation, to: [email protected]
We will acknowledge your complaint within twenty-four (24) working hours of receipt thereof and will provide you with the names and contact details of the personnel responsible for handling your complaint.
The details of your complaint will be logged in our Complaints Register for tracking and reference purposes.
We will promptly investigate your complaint to determine whether an immediate resolution is possible. If the matter can be resolved promptly, we shall take the necessary action and will notify you accordingly. Should the complaint require further investigation, we will provide you a written summary outlining the steps to be taken and an estimated timeline for resolution.
Once the resolution process has been finalised, we will communicate the outcome to you in writing within six weeks of receipt of your complaint, informing you of the reasons for our decision and the facts informing the decision.
If we are unable to resolve your complaint within six weeks, or in the event that you are dissatisfied with the resolution of the complaint or feel that you have not received a satisfactory response from us, you have the right to escalate your complaint to the National Financial Ombud Scheme.
The details of the National Financial Ombud Scheme:
National Financial Ombud Scheme (NFO)
Tel: 0860 800 900
WhatsApp: 066 473 0157
Email: [email protected]
Website: www.nfosa.co.za
NFO Johannesburg
110 Oxford Road
Houghton Estate
Johannesburg
Gauteng
2198
NFO Cape Town
6th Floor, Claremont Central Building
6 Vineyard Road
Claremont
Cape Town
7700