The Financial Sector Conduct Authority (FSCA) is conducting an industry review into the market practices on complaints management in terms of section 58(1)(h) of the Financial Sector Regulation Act No. 9 of 2017. Phase 1 consisted of gathering data from interviews through an online survey and review of submitted documents.
Phase 2 consists of a survey to assess consumers’ awareness and experiences with the complaints handling processes offered by licensed financial services providers and we would appreciate your assistance communicating and disseminating to members, requesting them to participate.
The survey is accessible through this link and members have until 30 September 2023 to complete it anonymously.