Legal

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• We also use cookies to evaluate our websites’ advertising and promotional effectiveness.
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Managing your cookies

To enable or disable cookies, follow the instructions provided by your browser. Alternatively, an external resource is available at all about cookies.

Introduction

The purpose of this document is to provide clients with information on how to lodge a complaint.
Anchor Group is committed to handling client complaints in a timely and fair manner and has implemented systems and procedures to satisfy this commitment.

This document has been formulated in accordance with the provisions of the Financial Advisory and Intermediary Services Act, 37 of 2002 (“FAIS”), Section 11 of the JSE Limited Rules, as well as the principles embodied in the “Treating Clients Fairly” ( “TCF”) initiative published by the Financial Services Conduct Authority.

Commitment to Client Service

Our commitment is to provide excellent service to our clients.

All complaints are taken seriously and we aim to resolve complaints to the satisfaction of our clients wherever possible.

Client’s Procedure For Lodging a Complaint

If a client feels that ANCHOR GROUP or a staff member of ANCHOR GROUP contravened or failed to comply with any instruction given to ANCHOR GROUP, or any agreement or mandate entered into; or that ANCHOR GROUP or a staff member of ANCHOR GROUP acted dishonestly, negligently or recklessly or that ANCHOR GROUP or a staff member of ANCHOR GROUP treated the client unreasonably or unfairly and that this led to the client suffering a financial loss, the client is entitled to lodge a complaint.

To lodge a complaint the client must send their complaint in writing to Liza Maartens, P O Box 1337, Gallo Manor 2052 or e-mail it to lmaartens@anchorsb.co.za  with the following information:

1. Client name, surname and contact details;
   2. A complete description of the complaint
   3. The name of person that provided the client with the financial services;
   4. The date on which the matter occurred;
   5. All the supporting documentation relating to the client’s complaint;
   6. Preferred method of communication i.e. email or post.

Timeous Response To Complaints

As soon as ANCHOR GROUP receives the complaint, we will acknowledge receipt thereof in writing.  We will investigate the complaint to ensure that it is resolved within 4 weeks of receiving the complaint.  If ANCHOR GROUP is not able to resolve the compliant in the said period ANCHOR GROUP will advise the complainant with an appropriate explanation as to why ANCHOR GROUP is not, at that time, in a position to respond and will at the same time indicate by when ANCHOR GROUP will respond.

Unresolved Client Complaints

If ANCHOR GROUP is unable to resolve the complaint to the satisfaction of the complainant the complainant lodge the unresolved complaint, in writing, with the Director:  Surveillance, giving full particulars of the matter concerned.

Director:  Surveillance
JSE Limited
Private Bag X991174
Sandton
2146

The JSE Surveillance Department will only consider an unresolved complaint if the complaint is lodged with the Director:   Surveillance within 4 weeks of the receipt by the complainant of ANCHOR GROUP’ response referred to above and within 6 months of the conduct by ANCHOR GROUP giving rise to the complaint.

The JSE Surveillance Department may request ANCHOR GROUP and the complainant to provide copies of all relevant correspondence and documentation that is required to review the complaint.

If the JSE Surveillance Department is unable to facilitate a resolution of the complaint within 4 weeks of lodgement of the complaint with it, the Director:  Surveillance will refer the unresolved complaint to the Company Secretary of the JSE.

Reporting of a Dispute

An unresolved client complaint that the JSE Surveillance Department is not able to resolve will be reported as a dispute by the Director: Surveillance to the Company Secretary of the JSE if the client elects to follow the dispute resolution process.

A dispute between ANCHOR GROUP and another member in respect of transactions in equity securities must be reported in writing, to the Company Secretary of the JSE within 1 week of the circumstance giving rise to the dispute having arisen.

A dispute between ANCHOR GROUP and a client must be reported within 6 months of the circumstance giving rise to the dispute having arisen.

Declaration of a Dispute

The Company Secretary will consider the dispute and if declared a dispute refer the dispute to a duly appointed Ombud for consideration.

Costs of the Proceedings

The parties to any dispute resolution proceeding may be required to pay to the JSE, before proceedings commence, such amount as the JSE may determine as a deposit to cover a portion of the costs of the proceedings.

The Ombud may, as part of his award and as he deems appropriate in the circumstances, make an order on costs which may include an order against the unsuccessful party for payment of all the costs of the proceedings.

Member Complaints Against the JSE

Should ANCHOR GROUP wishes to lodge a complaint against the JSE ANCHOR GROUP must do so in writing.  The JSE or the Chairman of the SRO Oversight Committee will respond to a complaint within 4 weeks of receiving the complaint or, within such period, provide the complainant with an appropriate explanation as to why they are not able to respond and indicate by when they will respond.

All ANCHOR GROUP employees are provided with a copy of the Complaints and Dispute procedure and are required to ensure they comply with the procedures at all times. The document forms part of employee’s conditions of employment.

Should any employee be found to be in breach of this policy, they will be dealt with in terms of ANCHOR GROUP’s internal disciplinary process.

This email and any attachments thereto may contain confidential and proprietary information. This information is private and protected by law. Therefore, if you are not the intended recipient of this email, you are requested to delete this entire communication immediately and must then note that any disclosure, copying or distribution of or action based on this information is prohibited. Emails cannot be guaranteed to be secure or free of errors or viruses. The sender does not accept any liability or responsibility for any interception, corruption, destruction, loss, late arrival or incompleteness of or tampering or interference with any of the information contained in this email or for its incorrect delivery or non-delivery or for its effect on any electronic device of the recipient. If this email is not related to the business of Anchor Group Limited or its subsidiaries (Anchor), it is sent by the sender in his/her individual, non-business capacity and not on behalf of Anchor. If verification of this email or any attachment is required, please request a hard copy.

Website and email privacy statement of Anchor Group

We collect, process and store information of data subjects as a usual course of our business. We need to continue doing so whilst being compliant with POPI (the Protection of Personal Information Act). We are fully compliant with POPI and this statement serves as our disclosure to Data Subjects and other interested parties, in broad terms, of how we achieve that. Data Subjects are defined as a natural or legal person whose information is collected, processed or stored.

Why?

• As a company that provides data subjects with a service or with data interaction for a lawful reason, we need to gather certain information to be able to do so and in a certain manner.
• The information we collect will depend on the reasons for which it is collected and used. This might differ in our various interactions. We will only collect information that we need for that particular purpose as agreed upon and no more than necessary. We’ll also tell Data Subjects what information they need to provide to us and what information is optional.

How?

• We have a fully developed POPI compliance framework in place which comprises impact assessments and a POPI Policy, among others.
• We will usually obtain information from a Data Subject directly via various different means but may from time to time also obtain publicly available information.
• Data Subject information may be processed by third parties like regulators, our software providers or other suppliers to ensure Data Subjects get great service and may be transferred cross border, for instance where we use cloud services to store data or if one of our own service providers are situated overseas.

What?

From time to time, we may collect some of the information below of natural or legal persons, which is defined as personal information in terms of POPI. However, our specific interaction with the Data Subject will detail what information we need exactly:

• information relating to the education or the medical, financial, criminal or employment history of the person;
• any identifying number, symbol, email address, physical address, telephone number, location information, online identifier or other particular assignment to the person;
• the biometric information of the person;
• the personal opinions, views or preferences of the person;
• correspondence sent by the person that is implicitly or explicitly of a private or confidential nature or further correspondence that would reveal the contents of the original correspondence;
• the views or opinions of another individual about the person; and
• the name of the person if it appears with other personal information relating to the person or if the disclosure of the name itself would reveal information about the person;
• information relating to the race, gender, sex, pregnancy, marital status, national, ethnic or social origin, colour, sexual orientation, age, physical or mental health, well-being, disability, religion, conscience, belief, culture, language and birth of the person.
• personal information concerning a child.

Data Subject Rights

Data subjects have a right not to share the information as set out above but in that instance, we cannot offer Data Subjects our services. They may contact us to enquire what information of theirs we hold. They also have the right to correct their information or to request us to delete the information, unless the law states that we must hold the information. They have a right to revoke this consent.  If a Data Subject would like to contact us in relation to Data Subject information, please see our contact details on our website.

Inquiries or Complaints

Please feel free to contact our Information Officer or Deputy Officer if you have any data queries or would like to submit a complaint. Our Information and Deputy Officer’s contact details are as follows:

You have the right to lodge a complaint to the Information Regulator at:  complaints.IR@justice.gov.za or search their office on the internet at www.justice.gov.za/inforeg/ .

Consent

By visiting our website and communicating electronically with us, the Data subject consents to the processing, including transfer of his Personal information as set out in this Notice.

The Promotion of Access to Information Act, no. 2 of 2000 (the ‘Act’) gives persons the right of access to information that is required for the exercise or protection of any rights. In order for access to information to be granted, certain requirements have to be met. The Act also requires private bodies such as Anchor Stockbrokers to compile a manual, designed to assist people who want to exercise their right to access to information. This manual, as well as the prescribed request form and fees payable, should you wish to exercise your right of access to information, is available below.

• Access to Information – Manual
• Access to Information – Request form
• Access to Information – Fee Structure for Private Bodies