This Complaints Policy explains how visitors can raise concerns about the Tiyani Magomani website, enquiry pathway, investment information or communication received through the website.
This Complaints Policy is provided for website content purposes and must be reviewed by the client or a qualified legal/compliance professional before publication.
Tiyani Magomani aims to handle website-related concerns and complaints in a clear, respectful and responsible manner. This policy explains how visitors can raise a concern about the website, enquiry process, investment information, calculator estimates or communication received after submitting an enquiry.
Note: This website provides general investment information and an enquiry pathway only. It does not include a client portal, account login, direct investment onboarding or document upload process.
Visitors may raise a concern or complaint about their experience with the website or enquiry process.
Concerns about unclear, outdated or confusing website information.
Concerns about how calculator estimates are presented or understood.
Concerns about submitting an enquiry or receiving follow-up.
Concerns about communication received after submitting an enquiry.
Concerns about personal information submitted through the website.
Concerns about usability, accessibility or website functionality.
Visitors can submit a concern through the contact page. The complaint should include enough information for the team to understand and review the matter.
Note: Visitors should not submit sensitive personal documents through the public contact form.
The concern is received through the contact page or another approved communication channel.
The concern is reviewed to understand what happened and what information may be needed.
The team may contact the visitor for more information or clarification.
A response or next step may be provided based on the nature of the complaint.
The team should aim to respond to complaints within a reasonable period. Final response timelines must be confirmed by the client before publication.
Note: Do not state a fixed response timeline unless the client confirms it.
Information submitted as part of a complaint may be used to review and respond to the concern. Personal information should be handled according to the Privacy Policy and POPIA Policy.
If a complaint cannot be resolved through the initial process, the visitor may request further review.
This Complaints Policy is provided for general website information purposes only. It does not replace formal legal, regulatory or contractual complaint procedures. Final complaint handling procedures, escalation routes and response timelines must be reviewed and approved by the client or a qualified legal/compliance professional before publication.
Use the contact page to submit your concern and the team can review the matter and follow up where appropriate.
