Complaints Procedure
Complaints Must Be In Writing

In order for a complaint to receive the attention that it deserves, we request that your complaint be submitted to us in writing. Please ensure that where the complaint is delivered by hand or by any other means, you obtain and keep proof of delivery.

Complaints Must Be Relevant

The financial services environment is complex. We will endeavour to address all reasonable requests from our clients, but may also refer you to a more appropriate facility. Where the complaint relates to any aspect of our service, or any disclosures that ought to be made by us, we will endeavour to address those complaints in writing within seven days. In instances where the complaint relates to any matter that is not within our control, such as product information or investment performance, we will forward the complaint to the product provider concerned.


The following is a step-by-step guideline that sets out the procedures we will adopt and shows how a complaint will be dealt with, once received by us:

  1. Your complaint and all communications in connection with your complaint must be in writing. All verbal communications made in connection with the complaint must be confirmed in writing within three days of the communication.
  2. The complaint will be lodged in our central complaints register on the same day that it is made and written confirmation of receipt will be forwarded to you.
  3. The complaint will be investigated and we will revert to you with our preliminary findings within seven working days from the date of receipt of the complaint.
  4. The preliminary findings will be discussed with all internal parties concerned, and a proposed solution will be communicated to you within a further seven working days.
  5. If you are not satisfied with our solution, we will regard the complaint as being unsatisfactorily resolved. In such a case, you may approach the office of the Ombud for Financial Services Providers or take such other steps as may be advised by your legal representatives.
  6. The referral to the office of the Ombud must be done in accordance with the provisions of section 21 of the Financial Advisory and Intermediary Services Act 2002 and the rules promulgated in terms of that section.
  7. In instances where we have not been able to arrive at a resolution within six weeks after you have lodged your complaint, the matter may automatically be referred to the Ombud.
  8. You must, if you wish to refer a matter to the Ombud, do so within a period of six months. The Ombud will not adjudicate in matters exceeding a value of R800 000.00.
  9. The Ombud – Mr. Charles Pillai ‐ may be contacted at his offices in Pretoria, at the following address:

Physical Address:
FAIS Ombud
Celtis House,
Eastwood Office Park
Lynwood Road
Postal Address:
FAIS Ombud
P.O. Box 74571
Lynwood Ridge
Phone: 0860324766 or (012) 470 9080
Fax: (012)348 3447/470 9097

Conflicts of Interest Policy
Governing Law
SecureWealth’s  Governing Law

Financial Advisory and Intermediary Services Act, No 37 of 2002 (FAIS)

SecureWealth is an authorised financial services provider in terms of the Financial Advisory and Intermediary Services Act No. 37 of 2002 (FAIS). FSP number 6148. (Category II and IIA)

  • FAIS Act (Act 37 of 2002)

Financial Intelligence Centre Act, no 38 of 2001 (FICA)

As an accountable institution, we are required to comply with FICA and other anti-money laundering legislation such Protection of Constitutional Democracy Against Terrorist and Related Activities Act, No 33 of 2004 (POCDATARA). FICA requires us to establish and verify the identities of our client according to the ‘Know Your Client’ provision of the Act, prior to transacting. In addition, FICA requires any suspicious transactions to be reported to the Financial Intelligence Centre.

Corporate Governance
Corporate Governance – Internal Policies

In terms of good corporate governance and in addition to complying with the primary FSB legislation, SecureWealth adheres to the following internal policies:

  • General Code of Conduct
  • General Code of Ethics
  • Conflicts of Interest
  • Personal Account Trading
  • Insider Trading
  • Gifting – both receiving and giving
  • Communication

Our internal compliance team is responsible for monitoring the following:

  • Regulation compliance
  • Mandate compliance
  • Pre-trade and post-trade compliance
  • Policy compliance
  • Business continuity
  • Risk management
Allan Gray
Established by Dr. Allan Gray in the early seventies, Allan Gray is renowned for its value-driven, contrarian approach. This is one of the most popular investment houses in South Africa.
View the Allan Gray agreement

Franklin Templeton
One of the most reputable, widely recognised and largest asset managers in the world, Franklin Templeton has assets under management approaching USD 900 billion.
View the Franklin Templeton agreement

Investec Wealth & Investment
Investec Wealth & Investment is a household name in South Africa, and they afford us the ability to offer Bespoke Local, Offshore and Currency Portfolios which are independently managed.
View the Investec Wealth and Investment agreement

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