Complaints procedure

MidSquare Capital (Pty) Ltd is committed to resolving complaints fairly, promptly and transparently, in accordance with the Financial Advisory and Intermediary Services Act, 37 of 2002 and the firm's internal complaints procedures.

How to lodge a complaint. Complaints should be submitted in writing to info@midsquare.io, or by post to 108 Vredeveld Way, Sonkring, Brackenfell, 7560, marked for the attention of the Compliance Department. To help us investigate, please include your name and contact details, the nature of your relationship with the firm, a description of the complaint with relevant dates, copies of any supporting documents, and the outcome you seek.

What happens next. We will acknowledge your complaint in writing within three business days of receipt. The complaint will be investigated by a person with the necessary competence who was not directly involved in the matter complained of, and we will keep you informed of progress. We aim to resolve every complaint, and to communicate our decision to you in writing with reasons, within six weeks of receipt.

If you are not satisfied. If we are unable to resolve your complaint within six weeks, or if you are not satisfied with the outcome, you may refer the matter to the Ombud for Financial Services Providers, established under the Financial Advisory and Intermediary Services Act (the FAIS Ombud), within six months. The FAIS Ombud may be contacted on 012 762 5000, by email at info@faisombud.co.za, or through www.faisombud.co.za.

Complaints about personal information. Complaints concerning the handling of personal information follow the procedure set out in our Privacy notice, and may be escalated to the Information Regulator.