How we handle complaints, how to lodge one, and what happens next. Required under FAIS and our own Treating Customers Fairly commitment.
Last updated: April 2026
1.1 This procedure sets out the arrangements OceanMind (Pty) Ltd maintains for the handling of complaints from clients and prospective clients. It is published in accordance with the General Code of Conduct for Authorised Financial Services Providers and Representatives issued under the Financial Advisory and Intermediary Services Act, 2002. 1.2 This procedure applies to all employees, representatives, and authorised agents of OceanMind.
2.1 A complaint is any expression of dissatisfaction, whether oral or written, regarding any product or service provided by OceanMind, any recommendation made, or the conduct of any representative acting on behalf of OceanMind. 2.2 The definition does not require the complainant to invoke a specific form of words or to reference any regulatory provision.
3.1 A complaint may be submitted in writing to complaints@oceanmind.co.za, by post to OceanMind's registered office, or orally to any representative. 3.2 Oral complaints will be reduced to writing by the representative receiving them. The complainant will be asked to confirm the accuracy of the written record. 3.3 To assist prompt resolution, complainants are requested to provide: contact details, the relevant policy number where applicable, a description of the matter complained of, dates of relevant events, copies of any correspondence, and the outcome sought.
4.1 OceanMind will acknowledge receipt of each complaint within 3 business days of submission. 4.2 The acknowledgement will confirm the identity of the staff member appointed to handle the complaint and the anticipated timeline for substantive response.
5.1 OceanMind aims to provide a substantive response within 6 weeks of receipt. 5.2 Where a complaint is complex or requires material input from a third party (including an insurer or another intermediary), the complainant will receive progress updates no less frequently than every two weeks. 5.3 The substantive response will be provided in writing and will set out the investigation undertaken, the conclusion reached, and any remedial action to be taken.
6.1 A complainant dissatisfied with the substantive response may escalate the matter to the Compliance Officer at compliance@oceanmind.co.za. 6.2 The Compliance Officer will review the matter independently of any representative previously involved and issue a final written response within 15 business days of escalation.
7.1 A complainant who remains dissatisfied following internal escalation may refer the matter, at no cost, to the appropriate external forum: • Short-term insurance matters: Ombudsman for Short-Term Insurance — ombud.co.za — 0860 726 890 • Long-term insurance matters: Ombudsman for Long-Term Insurance — ombud.co.za — 0860 103 236 • Advice and intermediary-conduct matters: Office of the FAIS Ombud — faisombud.co.za — 0860 324 766 7.2 Referrals to the external forum must generally be made within six months of OceanMind's final response.
8.1 OceanMind maintains a record of each complaint received, including the nature of the complaint, correspondence, investigation steps, the final resolution, and any remedial action taken. 8.2 Records are retained for a minimum of five years from the date of final resolution, in accordance with regulatory requirements. 8.3 Aggregated complaints data is reviewed by senior management on a periodic basis to identify patterns, themes, or systemic issues.
9.1 A complainant will not be subject to any adverse consequence as a result of having submitted a complaint. 9.2 A complainant may be accompanied or represented by a third party of their choosing at any stage of the procedure.
Effective date: April 2026 Version: 1.0 Next review: April 2027 Owner: Compliance Officer, OceanMind (Pty) Ltd This document is reviewed annually and following any material change to the regulatory framework or internal operating model. The current version is published on this page; prior versions are retained on file.
Questions? Contact our compliance team at info@oceanmind.co.za.