Financial Advisory and Intermediary Services Act, 2002 (Act No. 37 of 2002)RulesProceedings of the Office of the Ombud for Financial Services Providers Amendment Rules, 20046. Rights and duties of respondent |
| (a) | Where a complaint cannot within three weeks be addressed by the respondent, the respondent must as soon as reasonably possible after receipt of the complaint send to the complainant a written acknowledgment of the complaint with contact references of the respondent. |
| (b) | If within six weeks of receipt of a complaint the respondent has been unable to resolve the complaint to the satisfaction of the complainant, the respondent must inform the Complainant that- |
| (i) | the complaint may be referred to the Office if the complainant wishes to pursue the matter; and |
| (ii) | the complainant should do so within six months of receipt of such notification. |
| (c) | Any respondent must be informed of the complaint submitted to the Office to the extent necessary to respond thereto fully. |
| (d) | The respondent is entitled to submit any fact, information or documentation in relation to the complaint and must disclose relevant information or documentation to the Ombud. |
| (e) | If deemed necessary by the Ombud, the respondent must discuss the complaint with the Ombud and furnish such further relevant information as the Ombud may require. |
| (f) | A respondent is required to act professionally and reasonably and to co-operate with a view to ensuring the efficient resolution of the complaint. |