Unresolved queries and formal complaints
These are dealt with in accordance with our Complaints Policy and the FAIS Act (Financial Advisory and Intermediary Services). You may wish to use our Complaints Form that can be downloaded here. Please assist us by providing a detailed background to your concerns and submit any documents that may aid us in resolving your complaint.
Step 1: Contact STANLIB:
- Either write to PO Box 202, Melrose Arch, 2076; or
- Fax us on 0867 277 501 (for Unit Trust investments) or 0867 277 505 (for Linked investments); or
- Email us on firstname.lastname@example.org
Step 2: We will acknowledge your complaint and will respond to your query within two weeks. Please remember to include your contact details and a telephone number where we can get hold of you should we need to clarify any details.
It is your right to contact the various bodies like the FAIS Ombud directly – however they will always refer to the companies for their responses, and we recommend that your initial contact is with STANLIB.
Step 3: If you are still not satisfied with our response, request a copy of the STANLIB Complaints Procedure and the formal channels for your complaint will be followed. This document will also have the details of the various regulatory bodies like the FAIS Ombud, should you wish to take your complaint up with them.
STANLIB is a registered and licensed financial services provider and our policies and procedures are in accordance with current regulation.