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Compliments and Complaints

Have your say - your views are important to us.

If we have delighted you, we would like to know in order to motivate and reward our people.

If you are dissatisfied with our service, or any of our products have disappointed you, we would like to hear about it. We want to give you outstanding customer service, but sometimes things go wrong. Tell us why you think our service or products do not match your expectations, or that we have made a mistake. When we receive your complaint, a competent team, specifically trained to handle and resolve complaints, will investigate it and try to resolve it as soon as possible in a fairly manner.

We’ve made it easy for you to compliment us or to complain online.

What we'll do with your compliment

We will make sure the manager of the person that delighted you gets this feedback in order to reward the person.

We will also communicate this on our intranet to inspire our colleagues who work with clients.

What we'll do with your complaint

  • First, we will acknowledge receipt of the complaint
  • We will give you the contact details of the person who will deal with the complaint
  • Then we will investigate the complaint and try to resolve it in a fair manner
  • Once we have dealt with your complaint, we will learn from the experience and improve our service and products

Download the Complaints Guide and Form.

English Afrikaans

What to do if you are dissatisfied with the outcome

If the complaint has not been resolved to your satisfaction, you may refer it to the Sanlam Arbitrator. The Sanlam Arbitrator is an impartial person that settles disputes between dissatisfied clients and Sanlam.

Contact details of the Sanlam Arbitrator
Fax: +27 21 957-1786
e-mail address: arbitrator@sanlam.co.za

If you are still dissatisfied
If the Sanlam Arbitrator’s answer also does not satisfy you, you may send your complaint to the office of the National Financial Ombud Scheme South Africa (NFO).

National Financial Ombud Scheme South Africa (NFO)

Telephone: 0860 800 900
Email: info@nfosa.co.za
Website: https://nfosa.co.za/

Physical address Johannesburg:
110 Oxford Road
Houghton Estate
Johannesburg
2198

Physical address Cape Town:
Claremont Central Building 6th Floor
6 Vineyard Road
Claremont
7700

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