We are committed to resolving client’s complaints through and effective internal resolution complaints procedure.
To ensure that we maintain a good relationship with our customers we are committed to:
Resolving client complaints through an effective internal resolution complaints procedure and system.
Being transparent and visible, thereby allowing the client to have full knowledge of the procedures when lodging a complaint and the resolution thereof, including the additional option of referring the matter to an external party (FAIS, Short Term or Long Term Ombud).
Handling all complaints fairly and with the least inconvenience to the client.
These can be sent via:
PinnAfrica will finalise complaints within 48 hours of receiving the complaint. This excludes Ombudsman and Legal complaints which shall be responded to in 48 hours initially, as they potentially require continued communication.
All complaints are to be reduced to writing as part of the formal process. Your initial complaint may be received telephonically as all telephonic discussions are recorded.