Complaints Policy
Effective Date: 12 January 2026
Last Updated: 12 January 2026
Acorn Brokers (Pty) Ltd (“Acorn Brokers”, “we”, “us”, or “our”) is committed to providing exceptional service to all our clients. However, we recognise that there may be occasions where you are dissatisfied with the service you have received. This Complaints Policy outlines the procedure for lodging a complaint and the steps we take to resolve it, in compliance with the Financial Advisory and Intermediary Services Act, 2002 (Act 37 of 2002) (“the FAIS Act”) and the General Code of Conduct.
What Constitutes a Complaint?
A complaint is any expression of dissatisfaction by a client relating to a financial service rendered by Acorn Brokers or its representatives, which indicates or alleges that the client has suffered or may suffer financial prejudice or damage, an inconvenience, distress, or other unfair treatment.
How to Lodge a Complaint
You may lodge a complaint through any of the following channels:
- Email: info@acornbrokers.co.za (Subject line: “Formal Complaint”)
- Phone: +27 (0)69 007 6320
- Post: Acorn Brokers (Pty) Ltd, Stellenbosch, Western Cape, South Africa
When lodging a complaint, please provide:
- Your full name and contact details.
- Your policy number (if applicable).
- A clear description of the issue or complaint.
- Any relevant supporting documentation.
- The outcome or resolution you are seeking.
Our Complaints Handling Process
Step 1 — Acknowledgement: We will acknowledge receipt of your complaint in writing within 3 business days of receiving it.
Step 2 — Investigation: Your complaint will be assigned to a senior member of our team who will conduct a thorough and impartial investigation.
Step 3 — Resolution: We aim to resolve all complaints within 6 weeks of receipt. If the matter requires additional time, we will notify you in writing of the reason for the delay and the expected timeframe for resolution.
Step 4 — Outcome: You will be advised in writing of the outcome of our investigation, including the reasons for our decision and any remedial action to be taken.
Escalation to the FAIS Ombud
If you are not satisfied with the outcome of our internal complaints process, or if your complaint has not been resolved within 6 weeks, you have the right to escalate your complaint to the FAIS Ombud. The FAIS Ombud is an independent body established under the FAIS Act to resolve complaints between clients and financial services providers.
- FAIS Ombud: Advocate Nonku Tshombe
- Phone: 012 762 5000
- Email: info@faisombud.co.za
- Postal Address: PO Box 74571, Lynwood Ridge, 0040
- Website: https://www.faisombud.co.za
Please note that the FAIS Ombud may only consider complaints that have first been directed to Acorn Brokers and have not been resolved to your satisfaction.
Information Regulator
If your complaint relates to the processing of your personal information under the Protection of Personal Information Act (POPIA), you may also contact the Information Regulator:
- Phone: 012 406 4818
- Email: inforeg@justice.gov.za
- Website: https://inforegulator.org.za
Record Keeping
In accordance with the FAIS Act, we maintain a record of all complaints received and the steps taken to resolve them. These records are retained for a minimum of five years.
Acorn Brokers (Pty) Ltd
FSP 47433 | Authorised Financial Services Provider
+27 (0)69 007 6320 | info@acornbrokers.co.za