Complaints Process

Last updated: 22 August 2025

We take complaints seriously and aim to resolve them promptly and fairly in line with FAIS requirements.

How to lodge a complaint

Channel: Email only. Please send your complaint to admin@diamondwellness.co.za with:

• Your full name and contact details
• Policy/reference number (if applicable)
• A short summary of the issue and key dates
• Any supporting documents

What happens next

1. Acknowledgement: We confirm receipt and issue a reference number.
2. Assessment & investigation: We review the facts and may request further information.
3. Outcome: We provide a written response with reasons and any remedy offered.

Internal escalation

If your complaint is not resolved to your satisfaction, you may request an internal escalation. Your case will be reviewed by our Key Individual and our compliance function for an independent assessment. Where necessary and lawful, we may engage the relevant product provider to assist with resolution. We aim to provide an escalation outcome within 2 business days of the escalation request.

We will communicate the outcome and reasons in writing, including any remedy or further steps available to you.

Timelines & escalation

We aim to resolve complaints as soon as possible and no later than six (6) weeks from receiving all relevant information. If you remain dissatisfied, or six weeks pass without resolution, you may escalate within six months of our final response to:

• FAIS Ombud — for advice/intermediary complaints (info@faisombud.co.za · 012 762 5000 · faisombud.co.za)
• National Financial Ombud (NFO) — for insurer product/claims disputes (0860 800 900 · nfosa.co.za)

Records & governance

We maintain a complaints register and keep records for the statutory period. Our detailed Complaints Management Framework is available on request.