Your financial adviser understands and is accredited to sell and service the products that they market. They are able to:

•  Assist you with many of the queries and complaints you have
•  Provide you with updated information
•  Make certain changes to your contracts and advise you on the effects of the changes
•  Provide advice within the overall context of your financial needs and long term financial plans

The following channels are available to you:

Visit our Walk-in Support Centres

Once you have logged your complaint with us, we undertake to:

• Acknowledge your complaint within 3 working days of receipt
• Advise who is dealing with your complaint and their contact details
• Resolve the complaints as soon as possible but no longer than 20 days
• Update you with any delay reasons and an expected timeframe for resolution

You may contact the complaints consultant assigned to your complaint at any time.

If your complaint was not resolved to your satisfaction with your financial adviser or Liberty, you may escalate the matter via the channels below and mark it as an escalated complaint:              

If your complaint is still not resolved to your satisfaction after the escalation step above, you can use one of the external complaint resolution bodies assigned to look after your interests as a customer at industry level, as listed below.

If you have any unresolved complaints or disputes about policy/contractual issues or the way that your contract is administered, contact the Ombudsman for Long Term Insurance.

If you have any unresolved complaints or disputes about your Retirement Annuity or Corporate Fund (including Pension, Provident and Preservation funds, etc.) that are subject to the jurisdiction of the Pension Funds Act, contact the Pension Funds Adjudicator.

If you have any unresolved complaints or disputes about advice that was given to you by a financial adviser after 30 September 2004, contact the FAIS Ombudsman.

If you have any unresolved complaints or disputes around how the industry is regulated, contact the Financial Sector Conduct Authority.