Compliance

How we treat our clients

Surenet Group takes pride in offering a world class service and maintaining a good relationship with our clients.

It commits itself to: resolving client complaints through an effective and responsible internal dispute resolution procedure, to enable the client to have full knowledge of procedures when lodging a complaint and resolution thereof; handle all complaints from clients in a fair, transparent and timely manner.

Surenet is committed to ensuring that the FSCA Principle of Treating Customer’s Fairly (TCF) is applied across all business. All key areas of our business combine in the execution of our strategy to create customer value. The following are the enhanced values of Surenet:

  • Continuity
  • Integrity
  • Trust
  • Humble Pride
  • Innovation

How we handle complaints

If you are not satisfied with our service or you have a complaint, you can write to the Surenet compliance officer at complaints@surenet.co.za or use any available form of communicating with us as per our contact details below. Remember to include all supporting documents. The compliance officer will acknowledge the complaint in writing and provide you with the contact details of the person that is most likely to resolve it. Should you exhaust all the internal processes of lodging a complaint and you are not satisfied with the process or the outcome, you have an option of referring the matter to the FAIS Ombudsman within a 6 (six) month period.


Surenet Privacy Notice

Surenet respects the right to privacy and confidentiality of our potential and existing client’s personal information. We are committed to protect your privacy and to ensure that your personal information is collected and used properly, lawfully and transparently.The information collected about you enables us to identify you and provide you cover in terms of our products and services. By submitting your details and/or using our service you accept this Privacy Notice and expressly provide voluntary, specific and informed consent to the use and disclosure of your personal information in the manner described above. You have the right to object to our use of your personal information.

Request for access to record

You have the right to request to review your personal information contained by Surenet at any time to correct or update the information.

Contact Information

Complaints:
Tel: Telephone Number to be added
Email: complaints@surenet.com
Postal Address: 161B Main Road Walmer Road, Port Elizabeth, 6001

FAIS Ombudsman:
Tel: 012 470 9080
Email: info@faisombud.co.za
Postal: P.O.Box 74571, Lynnwood Ridge, 0040

Information Regulator:
Tel: 012 406 4818
Fax: 086 500 3351
Email: inforeg@justice.gov.za