Our commitment

Policy Trader, a division of Yield Capital (Pty) Ltd, is committed to treating clients fairly and resolving complaints in a transparent, fair and timely manner.

We take all complaints seriously and will investigate each complaint properly, objectively and without unnecessary delay.

How to lodge a complaint

If you are dissatisfied with any service, communication, transaction, policy evaluation, offer process, cession process, administration or interaction with Policy Trader, please submit your complaint in writing.

Please include:

  • Your full name and contact details
  • The policy, transaction or product concerned
  • A clear description of the complaint
  • The name of the person you dealt with, where applicable
  • Copies of any supporting documents, emails, statements or correspondence
  • The outcome or resolution you are requesting

Complaints may be submitted to:

Policy Trader, a division of Yield Capital (Pty) Ltd
Complaints Officer / Compliance Officer: Michael Randall
Email: help@policytrader.co.za
Alternative email: info@yieldcap.co.za
Telephone: 021 551 8222
Office: Unit 3B, The Matrix Building, 8 Bridgeway, Bridgeway Precinct, Century City, Cape Town, 7441
FSCA Licence Number: 30787

What happens after we receive your complaint

We will acknowledge receipt of your complaint in writing within a reasonable time.

We will record the complaint in our complaints register and allocate it to the appropriate person for investigation.

We may request further information or documents from you if this is needed to investigate the complaint properly.

We will investigate the complaint fairly, objectively and as quickly as reasonably possible.

We will keep you informed of progress where the matter cannot be resolved immediately.

Outcome of the complaint

If the complaint is resolved in your favour, we will take appropriate corrective action without unnecessary delay.

If the complaint is rejected, or if the outcome is not fully in your favour, we will provide written reasons for our decision and advise you of your further rights.

Escalation to the FAIS Ombud

If your complaint relates to advice or intermediary services and you are not satisfied with our response, or if the matter is not resolved within six weeks, you may refer the complaint to the Office of the Ombud for Financial Services Providers.

FAIS Ombud contact details:

Office of the Ombud for Financial Services Providers
Telephone: 012 762 5000
Sharecall: 086 066 3274
Email: info@faisombud.co.za
Website: www.faisombud.co.za
Physical Address: 125 Dallas Avenue, Menlyn Central, Waterkloof Glen, Pretoria, 0010
Postal Address: P.O. Box 41, Menlyn Park, 0063

A complaint should generally be referred to the FAIS Ombud within six months of receiving our final response.