Complaints procedure.

1. Our commitment

Preevees Financial Services is committed to the FSCA’s Treating Customers Fairly outcomes. Complaining is free. We will not disadvantage you for raising a concern, and we will take reasonable steps to make the process accessible.

2. How to complain

If a provider’s product, underwriting, premium, investment administration or claim decision is involved, we may also help direct the complaint to that provider.

3. What to include

• your full name and preferred contact details;
• policy, application, claim or reference number, if available;
• what happened, relevant dates and the people involved;
• supporting documents or correspondence;
• the outcome you seek; and
• whether the matter is urgent and why.

Avoid sending passwords or full banking credentials. We may ask for identity verification before disclosing confidential records.

4. What happens next

1. Record and acknowledge. We record the complaint and aim to acknowledge it within one business day.
2. Assess and investigate. A person with appropriate authority reviews the facts, applicable advice and product records, communications, law and provider information.
3. Keep you informed. We provide progress updates if the matter cannot be resolved promptly or depends on a provider or third party.
4. Written outcome. We explain the decision, reasons and any corrective action, and tell you about relevant escalation options.
5. Review and improve. We retain the complaint record as required and use complaint trends to improve customer outcomes.

5. Privacy and representative complaints

Complaint information is handled under our Privacy Notice. A representative may complain for you if they provide proof of authority. Privacy complaints should be marked “POPIA complaint” for the Information Officer.

6. External escalation

The appropriate body depends on the subject of the complaint. Please first give Preevees and, where relevant, the product provider an opportunity to resolve it.

• Advice or intermediary service: FAIS Ombud — faisombud.co.za.
• Insurance or another participating financial provider: National Financial Ombud Scheme — nfosa.co.za.
• Market-conduct or regulatory concern: Financial Sector Conduct Authority — FSCA complaints.
• Personal information: Information Regulator — POPIAComplaints@inforegulator.org.za.
• PAIA access request: Information Regulator — PAIAComplaints@inforegulator.org.za.

Each external body has its own jurisdiction, time limits, forms and eligibility rules. Its current rules prevail over this summary.

7. Contact and updates

Ask us if you need help identifying the appropriate process. We may revise this procedure to reflect legal, regulatory or business changes; the current version will remain published here.