Complaints Policy Download as PDF

If you're not entirely satisfied with Instant Life and would like to lodge a complaint, please read these details first.

  1. 1.0 Introduction

    As part of South Africa’s commitment to regulate the rendering of financial advisory and intermediary services the Financial Advisory and Intermediary Services Act (“The Act”) was introduced. The Act requires all Financial Service Providers to have an internal complaints policy in writing.

    Instant Life is an authorised financial services provider. Licence number: 42569.

    In order to effectively protect our interests and those of our clients, we as a Company are committed to comply with the provisions of the Act.

    We are required to have an internal complaints policy and procedure which is accessible to clients at all times. A copy of our complaints process and procedure is available on our website ( or from our FAIS compliance department which can be contacted at It is important to note that the Act stipulates that before a complainant may submit a complaint to the Ombudsman, the complainant must endeavour to resolve the complaint with Instant Life (Pty) Ltd.

    It is further important to note that this policy only relates to complaints relating to noncompliance with the Act.

  2. 2.0 Policy & Process

    1. 2.1Applicability
      1. 2.1.1This policy will apply in all instances where a complaint arises out of a financial service rendered by a representative or a Financial Services Provider in terms of the Act..
    2. 2.2General Principles to be followed
      1. 2.2.1Whenever a complaint arises out of financial services rendered, a client will be required to lodge such a complaint in writing. The client should also attach copies of relevant related information/documentation to the specific claim;
      2. 2.2.2Complaints can be emailed to, faxed to 086 677 4268 or posted to Absa Towers North, PO Box 421, Johannesburg, 2000, South Africa
      3. 2.2.3Receipt of the complaint has to be acknowledged in writing;
      4. 2.2.4The complaint should be forwarded to the relevant staff member depending on the type and seriousness of the complaint. Serious complaints should be handled by staff with adequate expertise;
      5. 2.2.5Immediate steps must be taken to investigate and respond promptly to each complaint;
      6. 2.2.6The complaint should be handled timely and in a fair manner and should receive proper consideration;
      7. 2.2.7Internal follow up procedures are in place to ensure avoidance of occurrences giving rise to complaints and for improving our services;
      8. 2.2.8Each client has to be informed of the results of the investigation of the complaint within 6 weeks of receipt of the complaint;
      9. 2.2.9If the complaint is not resolved within 6 weeks, the client may refer the matter to the Ombudsman within 6 months;
      10. 2.2.10Where a complaint has been resolved in favour of the client, a full redress has to be offered to the client without delay.
    3. 2.3Referral to the Ombudsman
      1. 2.3.1If a complaint has not been resolved within 6 weeks by Instant Life, or where the complaint has been dismissed or where the client is not satisfied with the results of the investigation into the complaint, the client may, within 6 months, refer the complaint to the Ombudsman whose details are below:

        The FAIS Ombudsman
        PO Box 74571, Lynwood Ridge, 0040
        (012) 470 9080

      2. 2.3.2The Ombudsman will decline to investigate a complaint if a period of more than 3 years has expired since the act or omission which resulted in the complaint, or 3 years since the complainant became aware of the occurrence of such an act / omission;
      3. 2.3.3The Ombudsman will decline to investigate a complaint, if proceedings have been instituted by the complainant in any court relating to the complaint;
      4. 2.3.4The Ombudsman may decline to investigate a complaint if there is reasonable grounds to believe that a more appropriate dispute resolution process is available or in cases where it will be more appropriate to deal with the complaint in Court;
      5. 2.3.5The Ombudsman will only proceed to investigate a complaint if it has informed every other interested party of the receipt of such complaint, has provided particulars of such complaint to those parties and has provided those parties with the opportunity to respond;
      6. 2.3.6The Ombudsman may follow and implement any procedure which it deems fit and may allow any party the right of legal representation;
      7. 2.3.7The Ombudsman may make recommendations to the parties and if accepted by the parties, such recommendation will have the effect of a final determination;
      8. 2.3.8The Ombudsman will in any case, where a matter has not been settled or a recommendation has not been accepted by the parties, make a final determination which may include dismissal of the complaint or upholding of the complaint. If a complaint is upheld:
        1. complainant may be awarded compensation;
        2. financial services provider may be ordered to take certain steps; or
        3. Ombudsman may make any other order which a Court may make.

Download the Complaints Policy document as a PDF.

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