THRIIVER (PTY) LTD
COMPLAINTS HANDLING POLICY
INTRODUCTION
This policy is applicable to Thriiver (Pty) Ltd's ("Thriiver") operations under its licence issued by the Financial Sector Conduct Authority ("FSCA").
Thriiver (also referred to as the "Company" or "we") is authorised and regulated by the FSCA as a Financial Services Provider and is subject to the Financial Advisory and Intermediary Services Act, 37 of 2002 ("FAIS"), and the General Code of Conduct.
The Company has adopted this Complaints Handling Policy (the "Policy") to ensure a fair and efficient process for handling client complaints that may arise during the course of providing financial products and services.
Thriiver acknowledges the importance of maintaining an effective and efficient complaints handling framework. Thriiver adopts a client-focused approach, is open to feedback, and demonstrates its commitment through its actions and the resources made available to dispute resolution.
The Board of Directors ensures that all staff who deal with clients have a working knowledge of the complaints handling procedure and that the Policy and related procedures are available to all relevant staff.
1.1 Terms
The FSCA defines a complaint as follows:
"Complaint" means an expression of dissatisfaction by a complainant relating to a product or service provided or offered by a financial institution, or to an agreement with the financial institution in respect of its products or services, indicating that:
(a) the financial institution or its service provider has contravened or failed to comply with an agreement, a law, a rule or a code of conduct which is binding on the financial institution or to which it subscribes;
(b) the financial institution or its service provider's maladministration or wilful or negligent action or failure to act has caused the complainant harm, prejudice, distress or substantial inconvenience; or
(c) the financial institution or its service provider has treated the complainant unfairly.
Examples of complaints can be found in Appendix 1.
1.2 Principles of an Effective Complaints Policy
This Policy is based on the following principles:
• Clients should be encouraged to voice their concerns as soon as possible.
• Information about how and where to complain should be clearly communicated.
• Complaint management mechanisms should be accessible and easy to use.
1.3 Objectives of the Complaints Policy
This Policy is intended:
• To provide a fair and efficient complaints procedure.
• To ensure relevant staff know how to handle complaints.
• To ensure complaints are investigated fairly and promptly.
• To ensure complaints are resolved wherever possible.
• To ensure appropriate records are maintained.
• To identify opportunities to improve products and services.
• To deal effectively with client enquiries, complaints and disputes.
1.4 Communication of this Policy
This Policy is available on the Thriiver website and may also be provided upon request.
All complaint information will be handled confidentially and in accordance with applicable data protection requirements.
PROCEDURE
1.5 Acceptable Complaints
Clients may submit complaints in writing through the Contact Us page on the Thriiver website or by email to:
All complaints should include:
(a) Full name and surname;
(b) Email address;
(c) Description of the complaint, including:
i. Date of the issue;
ii. Copies of relevant supporting documents where applicable;
iii. Details of the outcome sought.
1.6 Complaints Handling
Stage 1 – Acknowledgement
Following receipt of a complaint, Thriiver will acknowledge receipt as soon as reasonably practicable.
Stage 2 – Investigation
If the complaint is not resolved within five business days, it may be escalated to the Johannesburg Compliance Department for investigation.
Additional information may be requested where necessary.
Stage 3 – Review
The Compliance Department will review all relevant correspondence and supporting information.
During this period, Thriiver will:
• Maintain communication with the complainant.
• Ensure the complaint receives appropriate attention.
• Maintain complaint records.
• Liaise with professional advisers where necessary.
Complaints should be resolved as soon as reasonably practicable and, where possible, within six weeks of receipt.
If a final response cannot be provided within three weeks, the client will be provided with a progress update.
Stage 4 – Final Response
Following completion of the investigation, Thriiver will provide a written response explaining:
• The outcome of the investigation.
• The reasons for the decision.
• Any remedial action or redress where applicable.
If the client remains dissatisfied, they may refer the matter to the FAIS Ombud.
As part of the investigation process, Thriiver may share and receive information with relevant service providers, professional advisers, insurers, regulatory bodies or other parties where reasonably necessary to investigate and resolve the complaint.
Compensatory Payment
Where appropriate, Thriiver may, at its discretion, offer compensation or other forms of redress to resolve a complaint.
There is no charge for submitting a complaint to Thriiver.
RECORDING, REPORTING AND MONITORING OF COMPLAINTS
1.7 Record Keeping
Thriiver maintains records of complaints received and their outcomes.
Complaint records will be retained for a minimum of five years from the date the complaint is received.
1.8 Review and Update of Policy
This Policy will be reviewed periodically and updated where necessary to ensure continued compliance with applicable legislation and regulatory requirements.
APPENDIX 1 – EXAMPLES OF COMPLAINTS
The expression of dissatisfaction is key in determining whether a matter constitutes a complaint.
Examples of complaints:
• I am unhappy with the onboarding process.
• I am dissatisfied with the way my complaint was handled.
• I experienced delays in activating the service.
• I believe Thriiver failed to explain the service properly.
• I suffered inconvenience due to an administrative error by Thriiver.
Examples of queries:
• Can you explain how the service works?
• Can you tell me why my account has not yet been activated?
• Can you explain a transaction on my account?
• How do I update my personal details?
If in doubt, record the matter as a complaint.
