Complaints Policy

The Financial Advisory and Intermediary Services Act (FAIS) and the General Code of Conduct require that all authorised financial services providers (FSPs) implement an internal complaint resolution system and framework. These procedures provide for the handling of client complaints in a timely and fair manner.

We are committed to resolving complaints from clients in a timeous, efficient and fair manner.

This complaints policy is written in plain language and ensures complainants are not confronted with unreasonable barriers. The complaints procedure is based on the following TCF (Treating Customers Fairly) outcomes:

• Transparency and Visibility — complainants have full knowledge of procedures
• Accessibility of Facilities — clients are provided with an easily accessible facility to submit a complaint
• Fairness — the complaint resolution process is fair to both complainant and the FSP

"Complaint" means an expression of dissatisfaction by a person to a provider relating to a financial product or financial service provided or offered by that provider which indicates or alleges that the provider has contravened or failed to comply with an agreement, law, rule, or code of conduct; that the provider's maladministration or wilful/negligent action has caused the person harm, prejudice, distress or substantial inconvenience; or that the provider has treated the person unfairly.

"Complainant" means a person who submits a complaint, including a client, a person nominated in respect of a product, a person whose life is insured, a person that pays a premium or investment amount, or a person acting on behalf of any of these.

"Ombud" means the Ombud for Financial Services Providers.

"Compensation Payment" means a payment to a complainant to compensate for a proven or estimated financial loss where the provider accepts liability.

"Goodwill Payment" means a payment as an expression of goodwill aimed at resolving a complaint where the provider does not accept liability.

"Upheld" means a complaint has been finalised wholly or partially in favour of the complainant.

"Rejected" means a complaint has not been upheld and the provider regards the complaint as finalised.

4AM Wealth (Pty) Ltd is committed to a transparent and accessible complaints resolution process that is fair to all parties involved. We commit to:

• Openly disclose and make readily available the appropriate procedures to submit a complaint
• Resolve client complaints by means of a practical, effective resolution process
• Train and empower all relevant staff members to facilitate and resolve complaints
• Deal with complaints in a timely, transparent, objective and fair manner
• Take necessary steps to investigate and respond promptly to a complainant
• Where resolved in favour of the complainant, offer appropriate redress without delay
• Where not resolved in favour of the complainant, provide written reasons and inform them of rights to escalate
• Maintain a record of all complaints for a period of five years

Step 1 — Submit your complaint in writing to:

Complaints Officer (Shawn Taljaard)
4AM Wealth (Pty) Ltd
6 Daventry Street, Lynnwood Manor, Pretoria 0181
Email: complaints@4amwealth.co.za

Step 2 — Acknowledgement: Complaints will be acknowledged within 48 business hours of receipt.

Step 3 — Investigation: We will gather all relevant information and investigate the complaint thoroughly, with due regard to fair treatment.

Step 4 — Resolution: We aim to resolve complaints within 6 weeks of receipt.

Step 5 — Written Outcome: You will receive a written response detailing our findings and any redress offered.

If your complaint is not resolved to your satisfaction within 6 weeks, or if you disagree with the outcome, you may escalate to:

Office of the FAIS Ombud
125 Dallas Avenue, Menlyn Central, Pretoria
Tel: 012 762 5000
Website: www.faisombud.co.za

Complaints must be referred to the FAIS Ombud within 6 months of our final response.

Complaints are categorised as: Service complaints (relating to the standard of service provided), Advice complaints (relating to financial advice rendered), and Product complaints (relating to a specific financial product).

Each complaint is assessed on its merits regardless of category, and all complaints are investigated thoroughly.

All complaints are recorded in our Complaints Register and retained for a minimum of 5 years. The register is reviewed on at least a quarterly basis and may be inspected by the FSCA if required. Complaint data is used to identify trends and improve our services.

This policy is reviewed and updated on at least an annual basis by the Key Individual to ensure continued compliance with applicable legislation.