How and where to complain
Nedbank Private Wealth is committed to providing you with a consistently high standard of service and is driven by the overriding aim: to protect our clients, advise them with integrity and make their lives easier.
Our commitment to you
We are committed to providing you with a consistently high standard of service. If for any reason you think we have fallen short of this level of service, please tell us, so that we can take steps to put things right, as well as make overall improvements to our service. We believe that having your say should be as easy as possible. That’s why we make sure you can contact us in the manner of your choice – at a time convenient to you – whether face-to-face, by phone, email, letter or even secure chat service.
We will always do our best to respond as quickly as possible. In each case, we are fully committed to listening carefully to you and will try to put things right for you.
We take all complaints seriously, and we aim to:
- make it easy for you to tell us about your complaint
- listen to your complaint
- encourage your suggestions for how we can resolve the matter
- be prompt, reasonable and transparent in the way we deal with you
- make sure you are satisfied with the way we handle and resolve your complaint.
We aim to resolve your complaint quickly and fairly. We will listen to your concerns and try to find a reasonable solution.
We will not charge you for investigating complaints.
You can also download a PDF copy of our complaint guide, which contains all of the below information.
How to tell us
If your complaint is about one of our services or products, please contact your private banker, wealth planner, or our client services team.
You can contact them directly:
- by phone
- by email to your private banker or wealth planner
- by Qwil secure message
- by letter
- in person at one of our offices.
Alternatively, you can submit details of your complaint to us at [email protected] and we will contact you at the earliest opportunity to discuss your concerns and find an appropriate resolution.
When you email us, you will need to provide the following information:
- your name and telephone number
- the Nedbank Private Wealth office at which your account is held
- the name of your relationship manager, if you know it
- the nature of your complaint, and any suggestions for how it can be resolved to your satisfaction.
Timescales
We will let you know who is dealing with your complaint, and we will try to resolve it straight away. Sometimes we need a little longer to investigate what has caused your complaint, and we may need to ask you for further information, but in most cases we will aim to send you a final response within seven days.
In some instances, if the complaint is more complicated, it may take longer to provide you with your final response. If this happens, we will keep you regularly updated.
If we have been unable to complete our investigations within eight weeks, we will write to you again to explain why there is a delay. When we have finished our investigations into your complaint we will be in touch to provide you with a full response to your complaint.
The Financial Ombudsman service
If you are not satisfied with our final response, you may have the right to refer your complaint to a financial ombudsman scheme. There is a financial ombudsman in the UK, Isle of Man, and Jersey, offering a free independent service for most financial complaints. In most instances, the ombudsmen prefer to be contacted initially by letter or by completing a complaint form, with as much supporting evidence included as possible. Complaint forms are available to download from the websites listed below.
Accounts held in the United Kingdom
If you feel that the matter is still unresolved, or more than eight weeks have passed since you first submitted your complaint, you may refer your complaint to the UK Financial Ombudsman Service. There are some limitations on what they can look into.
For further details, visit www.financial-ombudsman.org.uk.
You can write to them at:
The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR
Alternatively, you can contact them by free-phone +44 (0)800 023 4567 or call +44 (0)20 7964 0500 or email: [email protected].
Accounts held in the Isle of Man
If you feel that the matter is still unresolved, or more than eight weeks have passed since you first submitted your complaint, you may refer your complaint to the Isle of Man Financial Ombudsman Scheme, providing it meets the criteria laid down by them.
For full details visit www.gov.im/about-the-government/statutory-boards/isle-of-man-office-of-fair-trading/financial-services-ombudsman-scheme/explanatory-guide
You can write to them at:
Financial Services Ombudsman Scheme for the Isle of Man
Thie Slieau Whallian
Foxdale Road
St John’s
Isle of Man
IM4 3AS
You may contact them by telephone on +44 (0)1624 686500 or by email: [email protected].
Accounts held in Jersey
If you feel that the matter is still unresolved or if you’re not happy with the outcome, you may have the option to refer your complaint to the Channel Islands Financial Ombudsman.
For full details visit www.ci-fo.org.
You can write to them at:
Channel Islands Financial Ombudsman (CIFO)
P.O Box 114
Jersey
Channel Islands
JE4 9QG
You may contact them by telephone on +44 (0)1534 748610 or by email: [email protected].
Our office contact details
You can find contact details for our Isle of Man, Jersey and London office on our Contact us page.