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Complaints

Tell us what went wrong.

Every customer has the right to complain. Your feedback helps us improve our service and processes, and it gives us the opportunity to change a bad experience into a positive one. This page shows you how to lodge yours.

What to prepare

Before you lodge

Have these five things ready.

  1. Your reference numbers

    Supply all policy, account or member numbers that relate to the complaint.

  2. What happened

    Be specific about what the complaint is, and provide all the important facts and events that may have a bearing on the complaint.

  3. Relevant documents

    Provide copies of all documents that have relevance to the complaint, such as letters, quotations and previous correspondence.

  4. Proof of losses

    Provide proof of any losses sustained.

  5. The outcome you want

    Specify the solution or remedial action you believe is required to resolve the complaint.

Lodge your complaint

Send it in one email.

Email is all it takes. Your complaint goes directly to Rooshanee Naicker, founder and director of Khula Capital, or alternatively to Dawn Pretoruis.

Email your complaint

Further steps

If you are still not satisfied.

  1. The Office of Internal Arbitration

    Khula Capital has its own Office of Internal Arbitration. If you are not satisfied with the outcome of your complaint, the arbitration office is your next step.

  2. The FAIS Ombud

    For advice complaints, you may approach the office of the FAIS Ombud.

    Tel
    012 470 9080
    Fax
    012 348 3447
    Email
    info@faisombud.co.za
    Web
    www.faisombud.co.za