Complaints Procedure

We take every complaint seriously. This procedure is published in line with section 16 of the FAIS General Code of Conduct.

Step 1: Contact us

Send your complaint in writing, with your policy number if you have one, a brief description of what happened, and the outcome you are looking for.

• Email: hello@firearmlegalinsurance.co.za
• Phone: 0XX XXX XXXX
• Address: available on request

We will acknowledge your complaint within 3 business days and provide a substantive response within 20 business days. Complex matters may take longer; we will keep you informed if so.

Step 2: Internal escalation

If you are not satisfied with the response, ask for the matter to be escalated to the Compliance Officer of [Your FSP Entity], copied to hello@firearmlegalinsurance.co.za. The Compliance Officer will respond within 10 business days.

Step 3: External escalation

If your complaint remains unresolved after our internal process, you may approach the relevant statutory body free of charge.

FAIS Ombud (advice / intermediary services)

• Phone: 012 762 5000 / 012 470 9080
• Email: info@faisombud.co.za
• Website: faisombud.co.za

Ombudsman for Short-Term Insurance (claims and policy terms)

• Phone: 011 726 8900
• Email: info@ombud.co.za
• Website: ombud.co.za

Information Regulator (data protection)

• Email: complaints.IR@justice.gov.za
• Website: inforegulator.org.za

These ombud schemes are independent and free to use. We will cooperate fully with any investigation.