Purpose of this document

Barloworld Motor Retail is a licensed Financial Service Provider with the authority to provide financial advice and intermediary services in terms of the Financial Advisory and Intermediary Services Act, 37 of 2022. (“FAIS”). One of our obligations according to this Act, is to implement a formal complaints resolution policy and procedures.

Definition of a Complaint

A complaint can be defined as an event where you are of the opinion that we or any of our Representatives provided the client with financial advice or any other intermediary services and the client feels:

Our Obligations

Obligations of our Representatives

Procedure when submitting a complaint

All complaints must be in writing and can be sent either by post or email to:

(This executive is the person responsible for resolving all FAIS complaints)

The following information must be provided:

Procedure when we have received your complaint

When we receive your complaint, we will:

Note: A complaint that is not satisfactorily resolved may be referred to the FAIS Ombud, which must be done within six (6) months from the date of our response.

Conditions applicable to Ombudsman complaints

Determination by the Ombudsman and its legal status