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Complaints Management Ombud Timeframes
An FSP sent a client its final written rejection of her complaint on 10 January 2026. She first approaches the FAIS Ombud on 15 August 2026. The advice she complains about was given in March 2025. Is her complaint in time?
RE5 practice question with a worked answer. This is one of hundreds of FSCA RE5 questions in the RegulatoryExams question bank.
- a) No. She had six weeks from the final response to approach the Ombud.
- b) Yes. The Ombud allows three years from the date of the advice.
- c) Yes. The period runs only from when she took legal advice.
- d) No. Six months from the final response ended in July 2026.Correct
Why this is the answer
After the FSP's final response, a complainant has six months to refer the matter to the Ombud. From 10 January that period ended on 10 July 2026, so August is too late. The three-year period is a separate outer limit counted from the act complained of; it does not extend the six months. Six weeks is the time the FSP has to resolve the complaint.
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