ThinkMarkets aims to provide superior customer service, in the event you are dissatisfied with any aspect of our service; please give us the opportunity to investigate and answer your questions.
If you wish to lodge a complaint:
First compile all documents that relate to your complaint and any questions that you wish to have answered.
Inform the ThinkMarkets Client Services Team and/or your Account Manager with details of your complaint. You can call us on +27 10 035 4209; or alternatively email us at [email protected] We will review the situation and will resolve it at this initial level if we can.
If the matter is still not resolved to your satisfaction, please ask the staff member that has been dealing with your case to escalate your complaint to their Line Manager to investigate. The staff member should consequentially provide you with their Line Manager's contact details.
If your dispute is still not resolved you may refer your case to the Complaints Officer, who will conduct an independent review and contact you directly. Please set out your complaint clearly in writing
ThinkMarkets - Complaints Officer
4th Floor, 96 Rivonia Road
[email protected]. Please mark your email Attn.: Complaints Officer). At this stage we will resolve your complaint within a period of forty-five (45) calendar days from the day of the initial complaint. If the complaint is more complex and takes longer than 28 days we will communicate the reasons for the delay. The Complaints Officer will provide a full written response to you.
If you are not satisfied with the outcome of your complaint you have the right to refer the matter to the Financial Sector Conduct Authority (FSCA). Details of the FSCA will be provided by the Compliance Department in their final response to your complaint. Any reference to the FSCA must take place within six months of the Compliance Department's final response letter, and you should also note that the FSCA will not consider a complaint until we have had the opportunity to address the complaint.
The address of the FAIS Ombud is:
PO Box 74571