Complaints
Complaints procedure
If something went wrong, we want to hear about it. Here is exactly how to complain, what happens next, and where to go if you are still not satisfied.
How to complain
1. Tell us
Phone 012 470 5500, email [CONFIRM] complaints@apbco.co.za, or write to [CONFIRM] postal address. Address it to the compliance officer, [CONFIRM].
2. Include these details
Your name and phone number, your policy or reference number, the adviser you dealt with, what happened and when, and what you would like us to do. Attach any letters or emails. Please do not send ID copies or medical records unless we ask.
3. We acknowledge it
We confirm we received your complaint within [CONFIRM] 2 working days, give you a reference number and the name of the person handling it.
4. We resolve it
We aim to give you a written decision with reasons within [CONFIRM] 6 weeks. If we cannot, we tell you why and when to expect it.
5. Escalate internally
If you are unhappy with the outcome, ask for the complaint to be reviewed by the key individual, [CONFIRM].
If you are still not satisfied: the ombud
You may take your complaint to the relevant ombud, free of charge. Normally you must give us six weeks to resolve it first, and approach the ombud within six months of our final response.
FAIS Ombud (Office of the Ombud for Financial Services Providers)
Complaints about the advice or intermediary service you received from us.
Phone 012 762 5000 [CONFIRM] · Email info@faisombud.co.za [CONFIRM] · Website
National Financial Ombud Scheme South Africa (NFO)
Complaints about an insurer, a policy or a claim decision (short-term and long-term insurance).
Phone 0860 800 900 [CONFIRM] · Email info@nfosa.co.za [CONFIRM] · Website
Council for Medical Schemes
Complaints about a medical scheme.
Phone 0861 123 267 [CONFIRM] · Email complaints@medicalschemes.co.za [CONFIRM] · Website
The regulator
APBCO Consult is supervised by the Financial Sector Conduct Authority (FSCA). The FSCA deals with possible breaches of financial sector law, not individual claim disputes. Contact centre 0800 20 37 22, fsca.co.za.
See also our regulatory disclosures.