As an authorised financial service provider in terms of the Financial Advisory and Intermediary Services (FAIS) Act (Act 37 of 2002), we are committed to provide our clients with the highest quality service and ethical standards. However, should it be that a client does have a complaint, our complaints procedure is as follows:

  1. Send your complaint in writing to SPW Complaints Officer, Eldon de Waal at eldon@silverhurstwealth.co.za.
  2. We will log the date and contents of the complaint in our Complaints Register and confirm the receipt of your complaint within 5 working days of receipt thereof. We will also provide you with the name(s) and contact details of the staff responsible for the resolution of the complaint.
  3. We will investigate your complaint to ascertain whether the complaint is legitimate and/or can be resolved immediately.
  4. If your complaint can be resolved immediately, we will take the necessary action and inform you accordingly.
  5. If your complaint cannot be resolved immediately, we will request supporting documentation (if any) from you so as to resolve the matter. We will also indicate an expected date of resolution.
  6. If we are unable to resolve your complaint within 6 weeks of logging the complaint in our Complaints Register, we will advise you thereof in writing.
  7. You may then approach the Office of the Ombud for Financial Service Providers on (012) 470-9080 if you wish to pursue the matter. Your approach to The Ombud must take place within 6 months of us
    notifying you that we are unable to resolve your complaint.