INFORMATION ON PRODUCT SUPPLIERS

BRANTAM is registered as an approved Financial Services Provider and has its own Management Company and investment products, details of which can be found on the BRANTAM website.

Service and Product Suppliers

Product Supplier's Name: 

M-Cubed Capital                                           Prime
Silica                                                           Coronation
Nedcor Group                                              Foord Asset Management
PSG                                                            Alphen
AOS                                                            OMIGSA   
Investec Group                                             Sanlam Asset Management 
Allan Gray

Although we, as the asset managers of the funds, have access to a myriad of service providers, we tend to narrow these down to a select few. Please note that this list is not finite and may change from time to time.

Complaint Resolution Procedure in terms of FAIS (Financial Advisory and Intermediary Services Act, 2002) Wealth Management Division

This procedure should not be construed as to include normal queries and the like, but relates to specific written

complaints. In the normal course, even written complaints should be dealt with by the relevant person and resolved to the best of those persons' abilities. Only thereafter will complaints in terms of the Act be addressed.

Complaints

Complaints must be:

·         Specific.

·         Related to financial services rendered to clients.

·         On or after 30 September 2004 .

The definition of "Complainant" means subject to Section 26(1)(a)(ii) of FAIS, a specific client who submits a complaint to the Ombud.

The definition of "Complaint" in terms of Section 1 of FAIS refers to a complainant who makes it unclear whether the complaint must be submitted simultaneously to the Ombud. However, we will take a pragmatic approach and as far as the BRANTAM complaints procedure is concerned, we will deal with it as follows:

The complaint must be in writing and the Complainant must allege that BRANTAM:

·         Contravened or failed to comply with the provisions of FAIS and as a result, the client has suffered or is likely to suffer financial damage.

·         Wilfully/Negligently rendered a financial service, which has caused or is likely to cause prejudice or damage.

·         Treated the client unfairly.

BRANTAM Complaint Resolution System

Procedures are embodied in this written policy document and Brantam must:

• Request that the Complainant lodge a complaint in writing.

• Promptly acknowledge receipt of the complaint in writing, providing the client with communication particulars of contact staff involved in the complaint resolution procedure.

• Handle client complaints in a timeous and fair manner, managed by the appropriate people and effectively.

• Inform the client of the outcome of the enquiry within a period of 6 weeks from date of receiving the written complaint.

• Advise the further steps available to the client in terms of FAIS or any other law, where the client's complaint is not resolved to the client's satisfaction.

• If the outcome is not in the client's favour, full written reasons must be furnished and the client must be advised that the complaint may be pursued within 6 months from date thereof, with the Ombud, whose name, address and other contact details must simultaneously be provided to the client.

• Maintain a record of complaints for 5 years, together with an indication of whether or not complaints were resolved or not. This complaints register must be held electronically and must be easily accessible.

• Ensure that existing and new clients have full knowledge of the procedures for complaint resolution.

• Existing clients must be made aware of the internal complaint resolution system:

  • By public press.

  • By electronic announcement.

  • By separate business communication.

• Ensure that the complaints resolution facilities are easily accessible to all clients.

• All financial service providers must ensure:

  •  Adequate manpower and other resources.

  • Adequate training of all relevant staff.

  • Routine complaint resolutions are in place.

  • Non-routine complaints are escalated to staff with the appropriate skills/expertise.

  • Internal follow-up procedures must be in place to:

    • Avoid occurrences giving rise to the complaints.

    • Improve services and complaint system procedures.

Adjudication of complaints

• Successors in title of a client must deal with such complaints.

• If the complaint cannot be addressed within a reasonable time, Brantam must acknowledge so in writing and communicate details of the contact staff to the Complainant.

• Brantam management must ensure that the relevant staff member addresses the complaint and that effective supervision and control of process by Management is in place.

• From within 4 weeks of receipt of the complaint without resolution by Brantam, whereby the resolution cannot be abided by Brantam, Brantam must advise the client of his rights to pursue the matter with the Ombud.

Brantam must advise the client that he has 6 months to pursue matters with the Ombud and provide the necessary contact details as follows:

Mr Charles Pillai
FAIS Ombud
Financial Services Board
P.O. Box 35655
Menlyn Park
0102

Employee and Corporate Benefits Division

The complaint procedure is set out in the FSB website (www.fsb.co.za) for complaints by members of pension and provident funds.

All employees should be in a position to be able to direct clients to the website, provide the website and where to obtain the actual process. It is our duty to provide for the lowest common denominator (ie. those people who do not have access to computers), by printing off this form and passing it on to the member who wishes to lay a complaint.

Signing of Documentation

Brantam works on the basis of a discretionary Financial Services Provider, which means that the client mandates

Brantam to sign on behalf of the client. Please refer to the mandate together with all the annexures.

Waiver of Rights

Please be advised that no representative of Brantam or any other person may ask you or offer any inducement to you to waive any right or benefit conferred on you by or in terms of any provision of the General Codes of Conduct issued in terms of FAIS.