CLIENT COMPLAINT PROCESS

NORTHSTAR ASSET MANAGEMENT

CLIENT COMPLAINT PROCESS
Please lodge a complaint either via email to admin@northstar.co.za or in writing addressed to:

CLIENT SERVICES
Postnet Suite 784, Private Bag x16, Constantia, 7848

Please include your full details, a description of the complaint and documentary proof as applicable. Northstar will endeavour to respond to your complaint within five business days of receipt.

If you are still unhappy please afford Northstar further opportunity to resolve the issue. However, should you be dissatisfied with the final response, you may refer your complaint to the Ombudsman or Adjudicator depending on the nature of the complaint, as set out below in more detail.

Only complaints relating to intermediary services provided by Northstar, as an authorised financial services provider, may be directed to the Financial Advisory and Intermediary Services Ombud (“FAIS Ombud”). The FAIS Ombud acts independently and objectively. Please note that Northstar does not give advice and any complaints relating to advice will not apply to Northstar. In complaints before the FAIS Ombud the complainant and any other party to the complaint are expected to give their fullest co-operation so as to dispose of the complaint within a reasonable time. For these purposes a complainant includes the complainant’s lawful successor in title or a person nominated as beneficiary in terms of the financial product that is the subject of the relevant complaint.

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