Complaints

A “complaint” shall be deemed to include any written or verbal statement of grievance, including electronic communications from a client, former client, or any person who is acting on behalf of a client and has written authorization to so act, or of a prospective client who has dealt with SAFG or a Broker of SAFG, alleging a grievance involving SAFG, a Broker of SAFG or former Broker of SAFG, if the grievance involves matters that occurred while a Broker of SAFG.

Any communication, whether verbal or written, which implies any of the following, must be brought to the attention of the Compliance manager at SAFG for documentation and discussion:

  • Inappropriate advice
  • Negligent service
  • Fraud
  • Misrepresentation
  • Aggressive or other unethical sales practices
  • Money laundering
  • Other unethical behaviour
  • Other material non-compliance with legislation or company policy

The determination of materiality is an inexact process in which the judgment of the Broker, Administrative Staff must be used.

Request by client to change Brokers within SAFG, resulting from a complaint re: service

Each client who submits a complaint to SAFG must be treated with dignity and respect, and his/her complaint must be dealt with in good faith.

Brokers are required to report all client complaints to the Compliance Officer at SAFG. The Compliance Officer should ensure that:

  • The Broker obtains a written version of the complaint from the client, and he/she is provided with a copy of this letter; and
  • If the client refuses to provide a written version of the complaint, the Broker provides the Compliance Officer with a written summary of the complaint.

Upon receiving the complaint from either the client or the Broker, the Compliance Officer should:

  1. Record the details of the complaint:
  • The date of the complaint
  • The client’s name;
  • The Broker’s name;
  • The services which are the subject of the complaint;
  • The date and conclusions of the decision rendered.
  1. The Compliance Officer at the appropriate Life Insurance Company should be informed by email with details as soon as possible, and file a set-up.