Complaints Resolution Policy

1. INTRODUCTION

It is important to note that the FAIS Act stipulates that before a complainant may submit a complaint to theOmbudsman, the complainant must endeavour to resolve the complaint with the Financial Services Provider(‘FSP’). It is further important to note that this policy only relates to complaints relating to non-compliance withthe Act.

2. APPLICABILITY

This policy will apply in all instances where a complaint arises out of a financial service rendered by arepresentative or a Financial Services Provider in terms of the Act. These complaints refer to:

2.1.

Contraventions of the Act

2.2.

Failing to comply with any provisions contained in the Act

2.3.

Unfair treatment

2.4.

Causing damage or is likely to cause prejudice or damage

3. REQUIREMENTS

3.1.

Records need to be maintained for complaints received pertaining to any financial service rendered,including advice given.

3.2.

Complaints must be lodged in writing.

3.3.

Records of complaints must be kept for a minimum of 5 years.

3.4.

The FSP must handle complaints from clients in a fair and timely manner.

3.5.

The FSP must take steps to investigate and respond promptly, follow principles of transparency,visibility, accessibility and fairness.

3.6.

If the complaint cannot be resolved to the client’s satisfaction, the client must be advised of any further
steps that can be taken.

Directors: Adv Lindelani Patience Sigogo, Thabo Stanley Seopa, Willem Theron Lategan, Brian Tafadzwa Mushonga,Ndinavhushavhelo Rabali (CIO)
Registration: Lima Mbeu Investment Managers (Pty) Ltd Reg. No. 2017/399814/07 Authorised FSP in terms of the FAIS Act 2002 License No 49018

4. GENERAL PRINCIPLES TO BE FOLLOWED

4.1.

Whenever a complaint arises out of a financial service rendered, a client will be required to lodge sucha complaint in writing and be submitted via one of the following:

4.1.1.

Post: 2nd Floor, Fredman Towers, 13 Fredman Drive, Sandton, 2196

4.1.2.

E-mail: ndina.rabali@limambeu.co.za

4.1.3.

Fax: 086 415 5280 marked for attention Mr. Ndinavhushavhelo Rabali

4.2.

The client should also attach copies of relevant related information/documentation to the specific claim.

4.3.

Receipt of the complaint has to be acknowledged in writing.

4.4.

The complaint should be forwarded to the relevant staff member depending on the type andseriousness of the complaint.

4.5.

Serious complaints should be handled by staff with adequate expertise.

4.6.

Lima Mbeu has internal follow-up procedures in place to ensure avoidance of occurrences giving rise
to complaints and for improving our services.

4.7.

Each client has to be informed of the results of the investigation of the complaint within 6 weeks ofreceipt of the complaint.

4.8.

If the complaint is not resolved within 6 weeks, the client may refer the matter to the Ombudsman
within 6 months.

4.9.

Where a complaint has been resolved in favour of the client, a full redress has to be offered to theclient without delay.

5. REFERAL TO THE OMBUDSMAN

5.1.

If a complaint has not been resolved within 6 weeks by LIMA MBEU INVESTMENT MANAGERS (PTY)
LTD, or where the complaint has been dismissed or where the client is not satisfied with the results ofthe investigation into the complaint, the client may, within 6 months, refer the complaint to theOmbudsman whose details is as follows:

The FAIS Ombudsman
Address: PO Box 74571, Lynwood Ridge, 0040
Tel: 012 470 9080
Fax: 012 348 3447
E-mail Address: info@faisombud.co.za
Website: www.faisombud.co.za

5.2.

The Ombudsman will decline to investigate a complaint if a period of more than 3 years has expired
since the act or omission which resulted in the complaint, or 3 years since the complainant becameaware of the occurrence of such an act / omission;

5.3.

The Ombudsman will decline to investigate a complaint, if proceedings have been instituted by thecomplainant in any court relating to the complaint;

5.4.

The Ombudsman may decline to investigate a complaint if there are reasonable grounds to believethat a more appropriate dispute resolution process is available or in cases where it will be more
appropriate to deal with the complaint in Court;

5.5.

The Ombudsman will only proceed to investigate a complaint if it has informed every other interested
party of the receipt of such complaint, has provided particulars of such complaint to those parties andhas provided those parties with the opportunity to respond;

5.6.

The Ombudsman may follow and implement any procedure which it deems fit and may allow any party
the right of legal representation;

5.7.

The Ombudsman may make recommendations to the parties and if accepted by the parties, such
recommendation will have the effect of a final determination;

5.8.

The Ombudsman will in any case, where a matter has not been settled or a recommendation has notbeen accepted by the parties, make a final determination which may include dismissal of the complaint
or upholding of the complaint. If a complaint is upheld:

5.8.1.

The complainant may be awarded compensation;

5.8.2.

The financial services provider may be ordered to take certain steps; or

5.8.3.

The Ombudsman may make any other order which a Court may make.

6. POLICY APPROVAL

Any variation to the Policy must be approved by the Board.