Complaints & Dispute Resolution

South Africa complaints process

For complaints relating to Foreign Exchange, Tax Emigration and Inheritances.

How to make a complaint

You can lodge a complaint free of charge by:

• emailing info@myglobalcfo.com; or
• using the form on our Contact page.

You may include any supporting information or documentation that helps us understand the issue. We may ask for additional information where reasonably necessary to investigate the complaint.

What happens next

1. Acknowledge. We will acknowledge your complaint within a reasonable time and explain the process that will be followed.
2. Review. We will investigate the circumstances and relevant supporting information fairly and impartially.
3. Keep you informed. We will keep you reasonably informed of the progress of your complaint and explain any material delay and revised timeframe.
4. Respond. We will communicate the outcome of the complaint. If we reject or do not fully uphold your complaint, we will provide clear reasons and explain any applicable internal or external escalation options and relevant time limits.
5. Escalate where appropriate. If the complaint remains unresolved, we will explain any applicable external escalation route.

We aim to resolve complaints as soon as reasonably possible. Where the FAIS Ombud process applies, we will endeavour to complete our internal complaints process within six weeks.

If your complaint remains unresolved

Before submitting a complaint to the FAIS Ombud, you must first give us an opportunity to resolve it. The FAIS Ombud states that the responding party has six weeks in which to resolve a complaint. After receiving the responding party’s final response, a complainant generally has six months within which to submit an eligible complaint to the FAIS Ombud.

Not every complaint automatically falls within the FAIS Ombud’s jurisdiction. If your complaint relates to a South African service but does not fall within the FAIS Ombud’s jurisdiction, we will explain any other applicable escalation route.

• Website: www.faisombud.co.za
• Email: info@faisombud.co.za
• Telephone: 012 762 5000
• Sharecall: 086 066 3274

Lodge a complaint with the FAIS Ombud →

Australia complaints process

For complaints relating to MGC Private Clients and Send Money to South Africa.

How to make a complaint

You can lodge a complaint free of charge by:

• emailing info@myglobalcfo.com; or
• using the form on our Contact page.

You do not need to use any particular form or wording for us to recognise and handle a complaint.

What happens next

1. Acknowledge. We will acknowledge your complaint promptly, generally within 24 hours (or one business day) of receiving it, or as soon as practicable.
2. Review. We will investigate your concerns impartially.
3. Respond. We aim to resolve complaints as soon as reasonably possible. Where a written IDR response is required, it will explain the final outcome of the complaint and, where the complaint is rejected or partially rejected, the reasons for that decision. It will also explain your right to take the complaint to AFCA where applicable and provide AFCA’s contact details.
   For standard complaints, an IDR response will generally be provided no later than 30 calendar days after we receive the complaint. Different requirements may apply in particular circumstances.
4. Delay. If we cannot provide an IDR response within the applicable maximum timeframe in circumstances permitted by law, we will explain the reason for the delay, your right to complain to AFCA where applicable, and AFCA’s contact details.

Need help making a complaint?

If you need accessibility, language or other assistance to make a complaint, please let us know so we can help.

If your complaint remains unresolved

Where applicable, if you are not satisfied with our response, or if we have not responded within the applicable timeframe, you may contact the Australian Financial Complaints Authority (AFCA). AFCA provides independent financial services complaint resolution that is free to consumers. Not every complaint automatically falls within AFCA’s jurisdiction.

• Website: www.afca.org.au
• Email: info@afca.org.au
• Phone: 1800 931 678