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Complaints Handling Policy.

How we define, receive, record, investigate and resolve complaints, and how you can escalate an unresolved complaint — in accordance with the FAIS Act, the General Code of Conduct, and the Rules on Complaints Management.

Version 1.0 · Effective 1 July 2026

1. Purpose and Scope

Makeba Markets (Pty) Ltd (FSP 53160) is committed to treating clients fairly and to resolving complaints promptly, fairly, and transparently, in accordance with the FAIS Act, the General Code of Conduct, and the Rules on Complaints Management applicable to authorised Financial Services Providers. This Policy sets out how the Company defines, receives, records, investigates, and resolves complaints, and how a Client may escalate an unresolved complaint.

2. What Constitutes a Complaint

A "complaint" is an expression of dissatisfaction by a Client relating to a financial service provided or offered by the Company, which alleges that the Client has suffered, or may suffer, financial prejudice or damage, distress, or inconvenience, as a result of the manner in which the Company has provided a financial service, and where a response or resolution is explicitly or implicitly required.

3. How to Lodge a Complaint

Complaints may be submitted in writing via:

A complaint should include the Client's full name, Account number, a clear description of the issue, relevant dates, and any supporting documentation.

4. Internal Process and Timelines

01
Acknowledgement
We will acknowledge receipt of your complaint within 24 hours, or the next business day.
02
Investigation
We investigate fairly and objectively, involving relevant staff and, where appropriate, our compliance function, and keep you reasonably informed of progress.
03
Final response
We provide a final written response within six weeks of receipt, in accordance with FSCA requirements. Where more time is reasonably required, we will inform you of the reason and the revised expected timeframe. The final response sets out our decision, the reasons for it, any remedial action, and your right to escalate.

5. Escalation — FAIS Ombud

If you are not satisfied with the outcome of our internal process, or if we have not resolved the complaint within the timelines set out above, you may refer the complaint to the Ombud for Financial Services Providers (FAIS Ombud):

FAIS Ombud

125 Dallas Avenue, Menlyn Central, Waterkloof Glen, Pretoria, 0010
Tel: 012 762 5000
Email: info@faisombud.co.za
Web: www.faisombud.co.za

Clients outside South Africa

Where you are resident outside South Africa, you may, in addition to the FAIS Ombud, have recourse to a relevant dispute resolution body in your home jurisdiction. See our Cross-Border Services Disclosure.

6. Record Keeping

The Company maintains a complaints register recording all complaints received, the steps taken to resolve them, and the outcome, retained for a minimum of five years, and reports complaints statistics to the FSCA as required.

7. Fair Treatment Commitment

No Client will be charged a fee for lodging a complaint. The Company will not treat a Client unfavourably as a result of having lodged a complaint in good faith.