Complaints Policy – Our Declaration

We at Carmel Wealth and Subsidiaries are committed to providing quality service but acknowledge that occasionally things may not meet expectations. We value your feedback and invite you to share your concerns. If you have a complaint, please contact us through email. Upon receipt of a complaint, we will acknowledge within 2 business days, investigate thoroughly, and provide a response within 10 business days. If you are not satisfied with our response, you may escalate your complaint to our Compliance Officer at carlia@wealthassociates.co.za

Should your complaint remain unresolved after the escalation, you have the right to refer the matter to the relevant ombudsman. Our staff will provide you with the necessary information and support to engage with the ombudsman process. Ombud Contact details are available through email at info@faisombud.co.za or by phone at 012 762 5000 / 012 470 9080. We are dedicated to addressing all complaints with fairness, discretion, and expediency, holding your satisfaction as our foremost priority. Should you wish to delve into further details regarding our approach to handling complaints, our Compliance Policy is readily available upon request.

POPI Act – Our Declaration

We, Carmel Wealth and our Subsidiaries recognize the paramount importance of protecting personal information within the financial sector. In strict compliance with the South African Protection of Personal Information Act, No. 4 of 2013 (POPI Act), we are dedicated to ensuring the confidentiality and security of the personal information we manage.

Collection of Information: We collect personal information solely for lawful and legitimate financial services purposes. This information will be obtained directly from you, and explicit consent will be sought unless the law permits or requires collection from other authorised sources.

Use and Disclosure: Your personal information will be utilised only for the financial purposes for which it was collected or as legally mandated. We will never disclose your personal information to third parties without your express consent unless mandated by financial regulations or law.

Data Security: Within the financial industry’s stringent security environment, we have implemented comprehensive and appropriate measures to safeguard your personal information from unauthorized access or loss.

Access and Correction: You retain the right to access, correct, or request the deletion of your personal information within the bounds of financial regulation. Please direct such requests to Mauritz@wealthassociates.co.za

Consent and Agreement: In accordance with the POPI Act, we commit to obtaining your explicit consent when engaging with our financial services or any other services or systems that may be implemented in the future. By utilizing these specific services or systems, you agree to provide consent in alignment with our terms and conditions.

Contact Us: Should you have any questions or require clarification regarding this declaration, our Information Officer is available at Mauritz@wealthassociates.co.za

Full Policy Availability: Our complete and detailed POPI Policy, aligned with the specific needs and regulations of the financial industry, is available upon request. We encourage those seeking a comprehensive understanding of our privacy practices to request this document.

Treating Customer Fairly – Our Declaration

At Carmel Wealth and Subsidiaries, we are wholeheartedly committed to Treating Customers Fairly (TCF) in all our interactions and operations. Our belief in fairness, transparency, and accountability forms the cornerstone of our relationship with our customers and is aligned with our core values.

Commitment to Fair Treatment: We strive to provide products and services that are tailored to our customer’s needs, ensuring that they are transparent and suitable for the intended purpose. Our aim is to not only meet legal expectations but exceed them by embedding a customer-first approach in everything we do.

Conflict of Interest Management: At Carmel Wealth and Subsidiaries, we take potential conflicts of interest seriously. Both at the business and employee level, we undertake regular reviews to identify, disclose, and manage conflicts, ensuring that our decisions are always in the best interest of our customers.

Empowering Our Team: We invest in continuous training and coaching to equip our employees with the understanding and ability to uphold our TCF principles. From senior management to individual team members, we share a unified responsibility to foster a culture that prioritizes the fair treatment of customers.

Incentive and Recognition: Our remuneration schemes and performance objectives are regularly reviewed to align with our TCF approach. We reward and recognize excellence in customer service and remain committed to providing a quality sales experience that embraces fairness.

Monitoring and Reporting: Through our quarterly TCF Management Information (MI) Reporting and Compliance Monitoring Programme, we ensure robust “top-down” and “bottom-up” reviews of our performance against TCF outcomes. This helps us to identify areas for improvement, ensuring that our processes remain fit for purpose.

Your Feedback: We welcome feedback from our customers as it aids us in refining our processes. If you have any concerns or require further information about how we implement our TCF principles at Carmel Wealth and Subsidiaries, please don’t hesitate to contact us.

Complete Policy Availability: Our complete TCF policy is available on request. Should you wish to view the comprehensive details of our approach to Treating Customers Fairly, please contact our customer service team.

At Carmel Wealth and Subsidiaries, our commitment to treating customers fairly is unwavering, and we endeavour to make it central to our corporate culture. We recognize that trust is earned, and we are dedicated to building and maintaining that trust with you, our valued customer.

Whistleblowing – Our Declaration

Carmel Wealth’s and Subsidiaries’ Whistleblowing Policy is integral to our Treat Customers Fairly (TCF) thread and exemplifies commitment to ethics and compliance. It fosters transparency and enables reporting of concerns without fear of retaliation.

Scope and Reporting: Applicable to all affiliated with Carmel Wealth. Report through:

Email: carlia@wealthassociates.co.za

Protection and Investigation: Retaliation against whistleblowers is prohibited. Concerns are investigated promptly in compliance with South African laws.

Awareness and Corrective Actions: Emphasis on training, awareness, and corrective actions ensures alignment with integrity, fair practices, and TCF principles.

Full Policy Availability: The detailed Whistleblowing Policy is available on request.