We have a Complaints Resolution policy which complies with pension fund legislation. A copy of BipSpace’s full Complaints Policy is available here. A summary of the complaints policy is outlined below.
Guidance on how to make a complaint (Summary)
If you consider that you have cause to complain, the following information will advise you:
- How to make a complaint
- The procedures we are committed to follow in ensuring your complaint is dealt with promptly, fairly and effectively
- What options are open to you if you are not satisfied with our response
How to make a complaint
Any complainant who wishes to lodge a complaint against the BipSpace or any employee must lodge such complaint in writing together with all supporting documentation and details to:
Walther Behrens
Bip Space (Pty) Ltd
Postal Address: P.O. Box 68079, Highveld, 0169
E-mail: walther@bipspace.com
In the event that the complainant does not wish to not make a formal complaint, but wishes to discuss the matter with the Operational Manager – kindly either direct the call to the Managing Director or request the Managing Director to contact the client.
Procedure after receiving complaint BipSpace will:
- Acknowledge receipt in writing
- Investigate the nature, cause and effect
- Advice in writing any finding or request for further information
- Setup a tribunal where needed
- Notify the complainant of the outcome within 6 weeks
Should the complaint not be resolved to the complainant’s satisfaction within 6 weeks of lodging such a complaint, the complainant may lodge the complaint with the Ombud of Financial Services Providers within 6 months of receiving notification from the FSP regarding the resolution/dismissal of the complaint.
Should the complainant not lodge the complaint with the Ombud, the complainant may pursue any other avenue of law which is available to it.
Contact details of the Ombud:
https://www.faisombud.co.za/
Postal address: P.O. Box 74571, Linwood Ridge, 0040
Tel no: 012-762-5000
BipSpace’s full Complaints Policy is available here.