Group Complaints Policy

1. Introduction

Haupt & Fouché is committed to providing excellent service to our clients. This Complaints Policy sets out how we handle complaints and ensures that all complaints are dealt with fairly, promptly, and effectively.

2. What is a Complaint?

A complaint is any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of a client about the provision of, or failure to provide, a financial service by Haupt & Fouché or our representatives.

3. How to Lodge a Complaint

You can lodge a complaint in any of the following ways:

• In writing: Address your complaint to Haupt & Fouché, 36A Bright Street, Somerset West
• By email: heinrich.haupt@dfc.discovery.co.za / pierre.fouche@dfc.discovery.co.za
• By telephone: 021 840 3050 (Hein Haupt) / 021 840 3049 (Pierre Fouché)
• In person: Visit our office during business hours

Please provide as much detail as possible, including:

• Your name and contact details
• A clear description of the complaint
• Relevant dates and reference numbers
• Any supporting documentation

4. Complaint Handling Process

5. Escalation to Discovery Life Limited

If you are not satisfied with our response, or if we are unable to resolve your complaint within 20 business days, you may escalate your complaint to Discovery Life Limited:

• Discovery Life Limited Complaints Department
• PO Box 786722, Sandton, 2146
• Email: complaints@discovery.co.za
• Telephone: 0860 99 88 77

6. External Dispute Resolution

If you remain dissatisfied after exhausting the internal complaints process, you may refer your complaint to the Ombud for Financial Services Providers (FAIS Ombud):

• FAIS Ombud
• PO Box 74571, Lynnwood Ridge, 0040
• Email: info@faisombud.co.za
• Telephone: 012 470 9080
• Website: www.faisombud.co.za

You must refer your complaint to the FAIS Ombud within six months of receiving our final response, or within three years from the date on which the cause of the complaint arose, whichever comes first.

7. Contact Information

For any queries regarding this policy or to lodge a complaint:

• Haupt & Fouché
• Phone: 021 840 3050 (Hein Haupt) / 021 840 3049 (Pierre Fouché)
• Email: heinrich.haupt@dfc.discovery.co.za / pierre.fouche@dfc.discovery.co.za
• Address: 36A Bright Street, Somerset West