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FAIS Ombud Dealing with complaints submitted to the Ombud for FSPs
Why does the General Code require an FSP to have a documented complaints-management process?
RE5 practice question with a worked answer. This is one of hundreds of FSCA RE5 questions in the RegulatoryExams question bank.
- a) So complaints are recorded, handled fairly and promptly, escalated where needed, and clients are told of their right to approach the FAIS Ombud.Correct
- b) So the FSP can quietly discard complaints it dislikes.
- c) So the FSP can charge clients a fee for each complaint.
- d) So complaints can be redirected to the product supplier and forgotten.
Why this is the answer
A documented complaints process ensures complaints are logged, dealt with fairly and promptly, escalated internally where appropriate, and that clients are informed of their right to refer the matter to the FAIS Ombud. It exists to protect clients, not to bury complaints.
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