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Below please find our compliments and complaints process
It is our aim to give you outstanding client service and treat you fairly. Your views are very important to us.

Have we impressed or delighted you?

We would like to hear about your positive experiences with us. Share with us what we have right so that we can acknowledge our staff and know which products or processes work well for you.

Should you be dissatisfied with our service or any of our products have not met your expectations, we would like to hear about it too.

Our complaints team has been specifically trained to handle and resolve complaints. They will investigate it and try to resolve it as soon as possible in a fair manner. Safrican will process and protect your personal information as required by relevant laws and the constitution of the RSA. For further information please refer to our Privacy Notice on www.safrican.co.za/policies/

STEP 1: Please send your feedback to:

• Your nearest Safrican office
• Safrican: customerrelations@safrican.co.za
• Complete a Compliment or Complaint form
• Safrican: Telephone 011 778 8000

How we will take care of complaints

• First, we will acknowledge receipt of the complaint.
• We will give you the contact details of the person who will deal with the complaint.
• Then we will investigate the complaint and try to resolve it in a fair manner.
• Once we have dealt with your complaint, we will learn from the experience and improve our offerings to you where possible.

STEP 2: Complain to the Sanlam Arbitrator if you are dissatisfied.
If the complaint has not been resolved to your satisfaction, you may refer it to the Sanlam Arbitrator, an impartial person who investigates disputes between dissatisfied clients and Sanlam.

Contact details of the Sanlam Arbitrator
Fax: 021 957 1786
E-mail: arbitrator@sanlam.co.za

STEP 3: Complain to an external ombudsman if you are still dissatisfied.
If the Sanlam Arbitrator’s answer also does not satisfy you, you may send your complaint to the relevant Ombudsman:

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