Complaints policy

A complaint should be lodged in writing, preferably by email, and marked for the attention of Andrew da Costa, Partner · Complaints Officer.

Complaints Officer

Andrew da Costa, Partner · Complaints Officer

Email

compliance@theintrepid.co

Copy to

info@theintrepid.co

Postal / physical

37 Buitenkant Street, Wolroy House, Unit 306, Zonnebloem, Cape Town, South Africa, 7925

Subject line

Complaint: [your name / the entity concerned]

If you are unable to lodge a complaint in writing, please telephone or visit the Cape Town office using the contact details on this website and we will assist you to record the complaint in writing.

To allow us to investigate properly, please include:

• Your full name, entity name (if applicable), postal address, telephone number and email address.
• Your relationship to TheIntrepid (for example client, prospective client, investor, investee, intermediary or other).
• The date or period to which the complaint relates, and the financial service, product or conduct concerned.
• A clear description of the facts, what went wrong, and the outcome you are seeking.
• Copies of any relevant correspondence, agreements, statements or other supporting documents.
• If you are complaining on someone else's behalf, written authority to act and the complainant's details.

• We will acknowledge receipt of a written complaint in writing within five business days, and give you the name and contact details of the person handling it.
• We will investigate the complaint fairly, impartially and as quickly as reasonably possible.
• We aim to provide a written outcome within six weeks of receiving a complete complaint. If we cannot do so, we will write to you before that deadline, explain why, and tell you when you can expect a response.
• Our written outcome will set out our findings, any offer of redress, and your right to escalate internally or to approach the FAIS Ombud.

If you are not satisfied with the handling of your complaint or with the outcome, you may request that it be escalated to a Partner who has not been involved in the original decision. Send that request to the same complaints email, marked "Escalation". We will acknowledge the escalation within five business days and aim to provide a final internal response within a further 15 business days.

If the complaint relates to a financial service rendered by TheIntrepid as an authorised FSP, and you are not satisfied with our final response, or six weeks have passed without a final response, you may refer the complaint to the Ombud for Financial Services Providers (FAIS Ombud).

You should generally approach the Ombud within six months of receiving our final determination. The Ombud's services are independent and typically free to the complainant. The Ombud will usually expect you to have given the FSP a reasonable opportunity to resolve the matter first.

FAIS Ombud

Ombud for Financial Services Providers

Physical address

11th Floor, Menlyn Central Office Building, 125 Dallas Avenue, Waterkloof Glen, Pretoria, 0010

Postal address

P.O. Box 41, Menlyn Park, 0063

Telephone

012 762 5000 / Sharecall 086 066 3274

Email

info@faisombud.co.za

Website

www.faisombud.co.za

This policy does not limit any right you may have to pursue other remedies, including approaching the FSCA, the Information Regulator (for PAIA or POPIA complaints), or a court. Using this process does not interrupt any prescription period that may apply.