This Procedure sets out the procedures followed by BAB MARKETS (PTY) LTD(hereinafter referred to as the “Company”) in relation to the receipt, handling, investigation and resolution of complaints submitted by clients in a fair, transparent and efficient manner.
The Company is committed to treating clients fairly and ensuring that complaints are handled in accordance with applicable laws and regulatory requirements of the Republic of South Africa, including those issued by the Financial Sector Conduct Authority (FSCA), the Financial Advisory and Intermediary Services (FAIS) Act, and the Financial Intelligence Centre Act (FICA), together with all applicable rules, regulations, guidelines and industry best practices.
A Complaint must be submitted in writing via email to the designated compliance email address made available on the Company’s website.
Complaints should be submitted from the client’s registered email address and as soon as reasonably practicable following the occurrence of the issue giving rise to the Complaint.
All complaints must be clear, complete and contain sufficient information to enable proper investigation. The Company reserves the right not to process communications containing offensive, abusive, defamatory, threatening or inappropriate content.
To facilitate investigation, the client should provide:
The Company shall acknowledge receipt of a complaint within three (3) Business Days.
The acknowledgement may include a reference number and details of the department responsible for handling the complaint.
Should you wish to raise a formal complaint please send an email to the Company’s designated compliance email address. This mailbox is managed by the Compliance Department.
The Company shall endeavour to resolve all complaints as promptly as reasonably practicable, taking into account the complexity and nature of each complaint.
A final response shall normally be provided within the timeframe prescribed under applicable South African regulatory standards (such as FAIS General Code of Conduct requirements) from receipt of the complaint, provided that all necessary information has been made available as requested by the Company.
Where additional time is required, the client shall be informed of the delay, the reasons for it and the expected resolution timeframe.
Upon completion of the investigation, the Company shall issue a written final response setting out:
The Company shall also inform the client of any further available options where the client remains dissatisfied, including applicable statutory dispute resolution bodies.
The Company may reject or discontinue a complaint where:
Where appropriate, the client shall be informed of the rejection and the reasons thereof.
In the event the client is not satisfied with the final decision of the Company, or in the unlikely event that the Company is unable to resolve the complaint within the applicable statutory timescales, the client may refer the matter to the Ombud for Financial Services Providers (FAIS Ombud) or the Financial Sector Conduct Authority (FSCA), in accordance with South African regulatory frameworks.
Complaints to the FAIS Ombud or FSCA must be submitted in the prescribed manner, supported by relevant documentation, identification, and a copy of the Company’s final response letter or evidence of the dispute.
Further information regarding the FAIS Ombud and FSCA dispute resolution processes is available on their respective official South African regulatory websites.
All complaints and related information shall be treated confidentially and in accordance with applicable South African laws, including FICA, AML/CFT obligations, sanctions requirements, and the Protection of Personal Information Act (POPIA).
Nothing in this Manual shall require the Company to disclose information where such disclosure would breach legal, regulatory or AML/CFT obligations.
The Company reserves the right to suspend or restrict the handling of a complaint where fraud, suspicious activity or regulatory reporting obligations arise.
The Company shall maintain records of all Complaints, investigations, correspondence and outcomes in accordance with applicable South African legal and regulatory requirements (including FAIS and FICA record-keeping mandates). Records shall be retained for the minimum period prescribed under applicable law and internal policy.
July 2026
