Complaint management process for Bespoke Executor Services (BEXs)

Introduction

Bespoke Executor Services subscribes to the Financial Services Board's initiative of Treating Customers Fairly (TCF). One of the six outcomes of TCF is to afford the customer the opportunity to complain (post sale.)

Our services, at BEXs, will be open to scrutiny and any complaints lodged will be attended to in terms of a formal complaints process, which is intended to ensure consistency, fairness and efficiency in attending to any complaint raised.

Our complaints process is as follows:

At the outset, we wish to confirm that in attending to any and all complaints received we undertake to:

1. Acknowledge receipt of the complaint.
2. Take time to understand the exact nature of the complaint, which may require a face to face meeting or telephonic contact.
3. Ensure that we are in possession of all facts to facilitate a comprehensive response.
4. Take ownership of the complaint.
5. Understand the solution being sought and in need discuss the options.
6. Ensure confidentiality.
7. Provide a turnaround time for providing a formal response.
8. Ensure that we adhere to the promised turnaround time.
9. Record the complaint on our internal complaints register.
10. Promise to learn from the complaint raised to ensure that we improve wherever possible.
11. Should we be unable to attend to any portion of the complaint, for whatever reason, we will as soon as possible provide details on where the issues or complaint may be directed.

What is a complaint?

The definition of a complaint as per the Oxford English Dictionary is "a statement that something is unsatisfactory." This definition will be applicable to our services, products and conduct of staff, directors and partners.

Our complaint management process

Submitting a complaint

The complaint can be submitted in the following way:

• Via email to admin@bexs.co.za .
• Via written correspondence to: The Director BEXs P O Box 2442 Durbanville 7551.
• Via telephonic contact with a consultant from BEXs, see the "contact us" details on the website.

Information required when submitting a complaint

• Full name and contact number or email address.
• Details of the complaint.
• Copies of any supporting documentation.
• Confirmation of your preferred communication medium in receiving a response from BEXs.

Upon receipt of your complaint BEXs undertakes to

1. Acknowledge receipt of the complaint

• Subject to the choice of medium of response this acknowledgement will be sent within 24 hours of receipt of the complaint.
• The acknowledgement will confirm that the complaint has been noted and recorded on our internal complaints register.
• The acknowledgement will confirm that the matter will be investigated and that a formal response will be provide within 5 working days.

2. Following acknowledgement of the complaint

• The matter will be investigated - initial assessment.
• There may be a need for a face to face meeting or a telephonic meeting to clarify information.

3. Upon understanding the complaint and receipt of any supporting information

• A formal response will be prepared.
• The response will be prepared and address each issue raised in an objective, factual unbiased manner.
• Prior to sending, the response will be reviewed by a director of BEXs (other than the original party involved) so as to ensure impartiality.

4. Formal response sent

• Will state the outcome of the investigation.
• Confirm any remedial action we took.
• Will detail the reasons for the decision.

5. Closing of the complaint

• Update our internal records to detail the decision taken.
• Remedial action taken.

• Personal information means information about an identifiable, natural person and where applicable, a juristic person, including, but not limited to information about: race; gender; sex; pregnancy; marital status; nationality; ethnic or social origin; colour; sexual orientation; age; physical or mental health; well-being; disability; religion; conscience; belief; culture; language; birth; education; medical; financial; criminal or employment history; any identifying number, symbol, e-mail, postal or physical address, telephone number; location; any online identifier; any other particular assignment of the person; biometric information; personal opinions; views or preferences of the person or the views or opinions of another individual about the person; correspondence sent by the person that is implicitly or explicitly of a private or confidential nature or further correspondence that would reveal the contents of the original correspondence; and the name of the person if it appears with other personal information relating to the person or if the disclosure of the name itself would reveal information about the person.
• Process means any operation or activity, automated or not, concerning Personal Information, including: alteration, blocking, collation, collection, consultation, degradation, destruction, dissemination by means of transmission, distribution or making available in any other form, erasure, linking, merging, organisation, receipt, recording, retrieval, storage, updating, modification, or the use of information. Processing and Processed will have similar meaning.
• You consent to BEXs collecting your Personal Information from you and where lawful and reasonable, from public sources for credit, fraud and compliance purposes, as well as the purposes set out below.
• If you give BEXs personal information about or on behalf of another person (including, but not limited to, account signatories, shareholders, principal executives officers, trustees, and beneficiaries), you confirm that you are authorised to: (a) give us the personal information; (b) consent on their behalf to the processing of their personal information, specifically any cross border transfer of personal information into and outside the country where the products or services are provided; and (c) receive any privacy notices on their behalf.
• You consent to BEXs processing your personal information for the defined purpose
• to provide products and services to you in terms of your engagement with BEXs and any other products and services for which you may apply;
• to carry out statistical and other analyses to identify potential markets and trends, evaluate and improve our business (this includes improving existing and developing new products and services);
• in countries outside the country where the products and services are provided. These countries may not have the same data protection laws as the country where the products or services are provided. Where we can, we will ask the receiving party to agree to our privacy policies;
• by sharing your personal information with our third-party service providers, locally and outside the country where the products or services are provided. We ask people who provide services to us to agree to our privacy policies if they need access to any personal information to carry out their services.
• If you are unsure about your tax or legal position because your personal Information is processed in countries other than where you live, you should get independent advice.

Click here to see our POPI Policy

When completing the estate planning questionnaire:

• The information is correct and accurate
• BEXs is entitled to retain a hard copy of the questionnaire until the will has been revoked.
• You consent to BEXs processing the information for the purpose of producing "the product".
• You have provided the information willingly.