TO LODGE A COMPLAINT:
To lodge a complaint with MMR (MMR Finansiële Dienste) South Africa, you should first contact MMR directly in writing. If the issue is not resolved, you can then escalate the complaint to the relevant external authority, such as the Office of the Ombud for Financial Service Providers (FAIS Ombud).
Step 1: Direct your complaint to MMR Finansiële Dienste.
MMR has an internal complaints process, and you must attempt to resolve the matter with us first.
- Submit your complaint in writing via email, including all relevant details such as your name,
Contact information, policy/claim numbers, and a clear explanation of your dissatisfaction.
- Keep records of all correspondence (emails, letters, dates, and names of people you speak to).
Contact details for MMR Finansiële Dienste:
- Email: mmr@makelaars.co.za
- Phone: 027 2133043
- Address: 32 Matzikama Street, Vredendal, 8160
- Contact Person – Laetitia Martins-Pieters
We will acknowledge receipt of your complaint as soon as possible. We are committed to investigate your complaint and provide feedback within six (6) weeks, or as soon as reasonably possible.
Step 2: Escalate to the FAIS Ombud (if unresolved/unsatisfied)
If the complaint has not been resolved under step 1, or you are unsatisfied with the outcome of the
complaint, then you can escalate the matter to the FAIS Ombud:
- Obtain a complaint form from the FAIS Ombud website or contact their office.
- Submit the completed form and all supporting documentation (including your prior correspondence with MMR).
- This must be done within six months of receiving the final response from MMR.
FAIS Ombud contact details:
Postal Address FAIS Ombud
P.O. Box 41
Menlyn Park
0063
Telephone 021 762 5000 / 0860 663 247
E-mail info@faisombud.co.za
Website www.faisombud.co.za
A copy of our Complaints Management Framework is available at the MMR Office, upon request.