Complaints Policy

COMPLAINTS POLICY
Vault Markets (Pty) Ltd
Date: 16 January 2024
Version: 1
Vault Markets (Pty) Ltd is a Juristic Representative of RocketX (Pty) Ltd, a company duly incorporated under the laws of South
Africa, with company number 2020/824856/07, an authorised Financial Services Provider and Over-the-Counter Derivatives
Provider , licensed and regulated by the Financial Sector Conduct Authority (FSCA) in South Africa, with FSP No: 52142.
This Policy was drafted on the following:
Financial Advice and Intermediary Services Act (37 of 2002)
1. Purpose
The purpose of this Complaints Policy is to outline the procedures and principles to be followed by
Vault Markets (PTY) LTD (hereinafter referred to as "the Company") in addressing and resolving
complaints from clients in accordance with the requirements of the Financial Advisory and
Intermediary Services (FAIS) Act in South Africa.
2. Definitions
Complaint: Any expression of dissatisfaction made by a client in relation to the Company's services
or activities.
Compliance O icer: The individual designated by the Company to oversee compliance with FAIS
requirements.
FAIS Act: The Financial Advisory and Intermediary Services Act, 2002 (Act No. 37 of 2002) as
amended.
Representative: Any natural person who provides financial services on behalf of the Company and
is authorized in terms of the FAIS Act.
3. Scope
This policy applies to all complaints received from clients, regardless of the nature of the financial
service provided.
4. Complaints Handling Procedure

4.1 Receipt of Complaint
- All complaints should be submitted in writing, either electronically or in hard copy.
- Clients can submit complaints to the Company's designated complaints email
address, postal address, or through any other prescribed channel.
- The Compliance O icer is responsible for acknowledging receipt of the complaint
within five (5) business days.
4.2 Investigation and Resolution
- The Compliance O icer or an appointed designated person will investigate the
complaint promptly.
- A written response addressing the complaint will be provided to the client within
thirty (30) business days, unless exceptional circumstances warrant an extension, in
which case the client will be informed of the delay.
- The response will include an explanation of the Company's findings and any
proposed remedies or corrective actions.
4.3 Escalation
If the client is not satisfied with the response received, they may escalate the complaint to
the relevant Ombudsman or regulatory authority as prescribed by the FAIS Act.
5. Engagement with Ombud and Reporting
Should your complaint be referred to the Ombud, the following must be kept in mind:
- The FSP is required to be provided with a six-week period within which to resolve any
complaint, before the FAIS Ombud will have jurisdiction.
- The FAIS Ombud will not adjudicate in matters where the claim is in excess of R800 000
- If you already instituted an action in a court of law in respect of this complaint the Ombud
will not consider the complaint.
- If the complaint was not resolved through conciliated settlement, the Ombud may make a
determination that has the same legal status of a civil court judgement.
- An award of costs may be made against the person complained against.
- An award of costs may be made against a complainant if the conduct of the complainant
was improper or unreasonable, or if the complainant caused an unreasonable delay in the
finalisation of the investigation.
The FAIS Ombud
Tel: 012 762 5000 / 012 470 9080
E-mail: [email protected]
www.faisombud.co.za
6. Record Keeping
The Company will maintain a comprehensive record of all complaints received, including details of
the investigation, resolution, and communication with the client.
Records will be retained for the duration specified by the FAIS Act.
7. Training and Awareness
All representatives and sta involved in handling complaints will receive training on the Company's
complaints policy and relevant FAIS Act provisions.
8. Regular Review
This Complaints Policy will be reviewed periodically to ensure its continued e ectiveness and
compliance with the FAIS Act
9. Contact Information
Clients will be provided with contact information for the Company's designated complaints contact
person. Should you want to submit a complaint, please send your complaint with all supporting
documentation to [email protected]
10. Conclusion
This Complaints Policy is designed to ensure that Vault Markets handles and resolves complaints in
a fair, transparent, and compliant manner with the requirements of the FAIS Act. Clients are
encouraged to use this process to address any concerns they may have with the Company's
services.

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Vault Markets (Pty) Ltd

Date: 16 January 2024

Financial Advice and Intermediary Services Act (37 of 2002)

4. Complaints Handling Procedure

4.2 Investigation and Resolution

5. Engagement with Ombud and Reporting

The FAIS Ombud

Tel: 012 762 5000 / 012 470 9080

7. Training and Awareness

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