How to make a complaint and escalate to the FAIS Ombud

JAFX (PTY) LTD is an authorised Financial Services Provider (FSP No. 52058), regulated by the Financial Sector Conduct Authority (FSCA) in South Africa.

How to make a complaint

Send your complaint in writing:

• Email: support@jafx.com
• Post: JAFX (PTY) LTD, 1st Floor, Sandton Gate, 7 Minerva Road, Glenadrienne, Sandton, 2196, South Africa

If you can't write to us, contact us by live chat and we will record your complaint for you. Live chat is in the client portal: sign in at app.jafx.com and use the Chat button in the top bar.

You don't need a special form or subject line. Include:

• your full name and the email address you registered with
• what happened and when
• any transaction IDs or trading account Login numbers involved
• what you would like us to do to put things right

What happens next

1. We acknowledge your complaint in writing.
2. We tell you who is handling it.
3. We investigate, and may contact you for more information.
4. We give you the outcome.

When we acknowledge your complaint, we also tell you how to reach the person handling it. If the outcome is in your favour, we offer redress without delay. Send copies of any relevant documents with your complaint.

If we reject your complaint, we give you full written reasons. We keep records of complaints for five years.

We respond within 24 hours. That is a response, not a resolution. The later stages have no fixed timescales, and if something will take longer we tell you. We keep you informed while we investigate. For an update, email support@jafx.com.

Escalating to the FAIS Ombud

If we dismiss your complaint, or you are not satisfied with how we handled it, you can refer it to the FAIS Ombud (the Ombud for Financial Services Providers), which is independent of JAFX. You must take it to the Ombud within six months of our written response to your complaint.

Quote our name (JAFX (PTY) LTD), our FSP number (52058) and the written reasons we sent you.

FAIS Ombud contact details

• Physical address: 125 Dallas Avenue, Menlyn Central, Waterkloof Glen, Pretoria 0010
• Postal address: PO Box 41, Menlyn Park, 0063
• Telephone: 012 762 5000
• Sharecall: 086 066 3274
• Email: info@faisombud.co.za
• Website: www.faisombud.co.za

Contacting the regulator

FSCA call centre: 0800 20 37 22, or visit www.fsca.co.za.

We are available 24/7 via live chat or email.