Purpose

Carrick Athena (Pty) Ltd (“CA”) operates as a Juristic Representative under the Financial Services Provider (FSP) licence of Carrick Wealth (Pty) Ltd (FSP 45621). At Carrick Athena, we are committed to handling every complaint fairly, openly, and without unnecessary delay, always keeping your best interests at heart. Your feedback matters. If you are unhappy with any part of our service, we want to know about it so we can address the issue quickly, fairly, and improve our service going forward.

We undertake to:

• Take every complaint seriously and deal with it fairly.
• Give you clear reasons if your complaint cannot be upheld.
• Offer appropriate redress, compensation, or goodwill gestures without undue delay.
• Use feedback from complaints to continually improve our services and client outcomes.

Complaints Process:

1. How to Lodge a Complaint

Clients may lodge a complaint in writing through any of the following channels:

• • Email: compliance@carrickfs.com

If a complaint is initially made telephonically, we will request that the client submit the details in writing.

When submitting a complaint, please include the following information:

• • Full name and surname
  • ID number / Policy number (if applicable)
  • Contact details (postal address, telephone, email)
  • Product provider and type of product
  • Brief details of the complaint

2. Acknowledgment of Complaint

• • All complaints will be acknowledged in writing within 24 hours of receipt.
  • You will receive a complaint reference number and the contact details of the person assigned to your complaint.
  • Complaints are recorded in the internal complaints register.

3. Resolution Process

• • Complaints will be investigated fairly, transparently, and without delay.
  • We will attempt to resolve all complaints within 30 business days, depending on the complexity.
  • You will be kept updated on the progress of your complaint, and any delays will be explained.

4. Escalation of Complaints

If you are not satisfied with the outcome, your complaint may be escalated internally for further review. Details of this process will be provided to you in writing. If a complaint remains unresolved after 6 weeks, or if you are dissatisfied with the outcome, you may refer the matter to the relevant Ombud.