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Complaints Policy

COMPLAINTS POLICY

Date: 23 April 2026

 

INTRODUCTION

ProfitShare Partners regards a complaint as any expression of dissatisfaction relating to our organisation, employees, contractors and consultants (“personnel”), partners, service providers, or any individual acting on our behalf.   

This Complaints Policy (“Policy”) outlines how complaints may be raised and the process that will be followed to ensure all complaints are handled in a fair, transparent, and timely manner.

OBJECTIVES

The objectives of this Policy are to:

  • provide a clear and accessible complaints procedure;
  • ensure complaints are managed in a consistent, timely, and fair manner;
  • ensure complaints are resolved wherever reasonably possible;
  • support ongoing quality assurance and continuous improvement; and
  • ensure that all complaint-related information is handled sensitively and in accordance with applicable data protection laws.

SCOPE

This Policy applies to all:

  • ProfitShare Partners entities in South Africa; and
  • complaints, whether received verbally or in writing.

POLICY

  • Personnel will be available during office hours to receive and handle complaints.
  • Complaints will be managed effectively and consistently, ensuring similar matters receive comparable outcomes.
  • Records will be maintained to support consistency and preserve precedents.
  • Where an investigation is required, reasonable steps will be taken to gather and assess all relevant information.
  • Detailed records of investigations will be maintained to demonstrate fairness and thoroughness and may be shared with complainants, where appropriate.
  • Quality assurance processes will monitor complaint handling to ensure impartiality and prevent bias.

LODGING OF COMPLAINTS

Complainants may lodge a complaint through the following channels:

  • Tel: 086 103 8637
  • Physical address: 17 Denys Road, Riverclub, Bryanston, Sandton, 2196
  • Email: queries@profitsharepartners.com
  • Attention: The office of the CEO

Complainants are encouraged to include:

  • their identification details and contact details;
  • a description of the matter;
  • relevant dates and reference numbers; and
  • any supporting documentation.

No complainant will be subject to retaliation or disadvantage for lodging a complaint.

COMPLAINTS MANGEMENT

Personnel who receive a complaint shall:

  1. record the complaint accurately and objectively, capturing all relevant facts;
  2. obtain the complainant’s full contact details;
  3. identify the complainant’s relationship with ProfitShare Partners (e.g. client, service provider, third party);
  4. inform the complainant of the complaints-handling process as set out in this Policy;
  5. explain the next steps and expected timelines; and
  6. where necessary, request a written account of the complaint to ensure clarity and completeness.

RESOLVING COMPLAINTS

Complaints will be acknowledged within 3 (three) working days of receipt.

The acknowledgement will confirm the responsible personnel and expected timelines for resolution.

Complaints will be investigated and appropriate action taken within 5 (five) working days, where reasonably possible.

Additional information may be requested from the complainant, where required.

Complaints will be analysed to:

  • identify root causes and prevent recurrence;
  • highlight ineffective internal controls;
  • detect poor performance, skills gaps, or misconduct; and
  • improve client satisfaction.

Where appropriate:

  • input may be obtained from personnel involved;
  • a meeting with the complainant may be arranged within 5 (five) working days after completion of the investigation;
  • a written outcome will be provided within 3 (three) working days after such meeting;
  • if no meeting is held, a detailed written response will be provided within 5 (five) working days of completing the investigation; and
  • if additional time is required, the complainant will be informed of the delay and provided with progress updates.

If the complainant remains dissatisfied, the matter may be escalated.

ESCALATION

If the complainant is not satisfied with the outcome, they may request escalation of the matter. The complaint will then be reviewed by the CEO or a delegated senior manager.

Further escalation options may include referral to relevant regulatory or dispute resolution bodies, where applicable.

PROCESS

  1. An acknowledgement of the escalation request will be issued within 3 (three) working days.
  2. The CEO may review the matter or delegate it to an appropriately qualified and independent senior manager.
  3. The review will include an:
  • assessment of all relevant documentation and correspondence; and
  • engagement with personnel involved in the initial handling of the matter.
  1. A final written response will be provided within 10 (ten) working days.
  2. If delays occur, the complainant will be informed of the reasons and expected timelines.
  3. The decision at this stage is final and concludes the internal complaints process.

CONFIDENTIALITY

All complaints will be handled confidentially. Personal information will be used solely for the purpose of resolving the complaint and in accordance with applicable data protection laws.

RECORD-KEEPING

All complaints will be recorded accurately, securely, and in accordance with internal policy.

Each record will include the:

  • category of complaint;
  • date of receipt and resolution;
  • complainant’s details;
  • subject matter;
  • investigation findings;
  • progress and status updates; and
  • supporting documentation and correspondence.

REVISION

ProfitShare Partners reserves the right to amend or update this Policy at any time.

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0861038637
queries@profitsharepartners.com