Complaints Process
Fair, quick, and transparent resolution
Our Commitment
Bauer Reuvers & Associates is committed to resolving complaints fairly, quickly, and transparently. We view complaints as opportunities to improve our service.
What Constitutes a Complaint?
A complaint is when you allege that we:
- • Failed to comply with FAIS requirements, causing you prejudice
- • Negligently rendered services causing damage
- • Treated you unfairly
- • Didn't deliver promised services
How to Complain
Step 1: Contact Us
- Email: luca@brwm.co.za
- Phone: 011 706 0515
- Post: 9 Colinton Road, Newlands, Cape Town, 7700
Please include:
- • Your name and contact details
- • Description of the complaint
- • What resolution you seek
- • Supporting documents
Our Process
24 Hours
Acknowledgment
We'll acknowledge receipt of your complaint
7 Days
Investigation
We'll investigate and provide preliminary feedback
14 Days
Final Response
Complete resolution or escalation options
Within 14 working days, we'll provide our final response with:
- • Investigation findings
- • Proposed resolution or reasons for rejection
- • Your rights if dissatisfied
If You're Not Satisfied
After receiving our final response, you may escalate to:
FAIS Ombud (within 6 months)
- Tel: 086 066 3247
- Email: info@faisombud.co.za
- Address: PO Box 74571, Lynwood Ridge, 0040
- Website: www.faisombud.co.za
Other Ombuds (where applicable):
Long-term Insurance
021 657 5000
Short-term Insurance
0860 726 890
Pension Funds
012 748 4000
Banking Services
0860 800 900
Our Promise
- ✓No complaint will result in prejudicial treatment
- ✓All complaints are handled confidentially
- ✓We maintain records for 5 years
- ✓We'll identify systemic issues and improve
Feedback Welcome
Even without formal complaints, we welcome feedback to improve our services. Contact us anytime at luca@brwm.co.za