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.

Procedures

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:
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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
Pretoria

Postal address

FAIS Ombud
P.O. Box 74571
Lynwood Ridge
0040

‍Phone: 0860324766 or (012) 470 9080
‍Fax: (012)348 3447/470 9097
‍Email: info@faisombud.co.za
‍Website: www.faisombud.co.za

Conflicts of Interest Policy Document - SecureWealth

Conflicts of Interest Policy Document - SecureConsult

Secure Wealth'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 I and II)

• 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.

• The Financial Intelligence Centre Act (FICA)
• The Financial Intelligence Centre Amendment Act
• The Prevention of Crime Act (POCA)
• Protection of Personal Information Act (POPI Act) - POPIA
• Protection of Constitutional Democracy Against Terrorist and Related Activities Act (POCDATARA)

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 the following:

• Regulation Compliance
• Mandate Compliance
• Pre-trade and Post-trade compliance
• Policy Compliance
• Business Continuity
• Risk Management