Prompt Handling of Client Complaints

SAFG must handle the complaint and provide its substantive response within the time period expected. The time period may vary depending on the complexity of the matter. SAFG should determine its substantive response and notify the complainant in writing in most cases within three months of receipt of the complaint.

Further, if the complainant fails to co-operate during the complaint resolution process, or if the matter requires an extensive amount of fact-finding or complex legal analysis, time frames for the substantive response may need to be extended. In cases where a substantive response will not be provided within three months, SAFG must advise the complainant as such, provide an explanation for the delay, and also provide SAFG’s best estimate of the time required for the completion of the substantive response.