Treating Customers Fairly

1. INTRODUCTION

Top management took a decision to formally adopt the TCF outcomes as principle and guide and we embrace the spirit of the principle-based outcomes as published by the Financial Sector Conduct Authority (“FSCA”) in the TCF Roadmap.

Our ethos and culture have always been prioritising the fair treatment as well as striving to go beyond our clients’ expectations.

2. OBJECTIVES

Koinz (Pty) Ltd “The FSP” is fully committed to ensuring that customers of our FSP are treated fairly at all times.

To ensure that a culture is cultivated within our FSP in which high quality service delivery, fair treatment of customers and transparency remains the centre of our focus as an organisation at all times.

To ensure that quality management systems, measures, processes, procedures and controls are formulated, implemented, reviewed and monitored to ensure as far as possible that clients experience professional servicing standards and fair treatment on all levels of interaction.

To provide training and to equip each staff member on the principles contained herein, also to be and remain active participants in cultivating the TCF culture.

3. THE SIX OUTCOMES OF TREATING CUSTOMER FAIRLY

We embrace the spirit of the principle-based outcomes as published by the Financial Services Conduct Authority; we are committed and will continuously strive to comply with these outcomes:

OUTCOME 1

Customers are confident that they are dealing with providers where the fair treatment of customers is central to our culture;

OUTCOME 2

Products and services marketed and sold in the retail market are designed to meet the needs of the identified customer groups and are targeted accordingly;

OUTCOME 3

Customers are given clear information and are kept appropriately informed before, during and after the time of contracting.

OUTCOME 4

Where customers receive advice, the advice is suitable and takes account of their circumstances.

OUTCOME 5

Customers are provided with products that perform as providers have led them to expect, and the associated service is both of an acceptable standard and what they have been led to expect.

OUTCOME 6

Customers do not face unreasonable post-sale barriers to change product, switch provider, submit a claim or make a complaint.

All Rights Reserved. Certified Financial Service Provider. Koinz (PTY)Ltd - FSP No. 53477 - Registration: 2022/235484/07