Complaints Procedure

---

At Storm Risk Advisors, we are committed to treating our clients fairly and ensuring that all complaints are handled with transparency, integrity and efficiency.

1. Appointed Complaints Contact

We have designated Tristan Hamilton as the responsible person for managing our complaints process. You can reach him directly via email at admin@stormriskadvisors.co.za

Tristan is responsible for:

• Receiving and acknowledging complaints
• Investigating and resolving issues impartially
• Updating our internal complaints register
• Communicating decisions clearly and timeously
• Ensuring compliance with regulatory standards
• Complaints are also monitored by Ericka Faber, our Key Individual, to ensure the process remains fair and compliant.

2. How to Lodge a Complaint

You can submit a complaint using any of the following methods:

Email: admin@stormriskadvisors.co.za

Phone: 072 304 9822

Online: Through our website’s complaint contact

To help us process your complaint efficiently, please include:

• Your full name and contact details
• Policy number and advisor name (if applicable)
• A brief description of the issue
• Any supporting documentation

3. What You Can Expect

Once we receive your complaint:

You will receive acknowledgment within 48 hours

We will provide the name and contact details of the person handling your case

You can expect a response within 5 business days

If the matter is complex, we will inform you of any delays and provide updated timelines

All complaints are classified and recorded to help us monitor trends and improve our service.

4. Complaint Outcomes

Complaints are resolved in one of two ways:

Upheld: If we agree with your complaint, we will propose a fair resolution, which may include a goodwill gesture or compensation where appropriate.

Rejected: If we cannot uphold the complaint, we will provide a clear explanation and details on how to escalate the matter.

5. Escalation Process

If you're not satisfied with our resolution, you may:

Escalate the matter to Ericka Faber (Key Individual) at admin@stormriskadvisors.co.za

Refer your complaint to the FAIS Ombud or relevant authority within six months.

FAIS Ombud Contact Details:

📞 012 762 5000 / 0860 663 247

📧 info@faisombud.co.za

🌐 www.faisombud.co.za

Other relevant Ombud contacts are listed in our full Complaints Management Policy, available upon request.

6. Confidentiality & Record Keeping

We maintain strict confidentiality throughout the complaints process and keep records for a minimum of five years. Our complaints register helps us identify root causes and continuously improve our service.

If you have any feedback or concerns, we encourage you to reach out. Your satisfaction is important to us, and every complaint is an opportunity to improve.