Tell us if we got it wrong.

Version 1.0, October 2026. Reviewed by our compliance officer, National Compliance.

We want to get things right. If we do not, we want to hear about it and put it right. This policy explains how to complain and what we will do. It is based on the Financial Advisory and Intermediary Services Act, 2002 (Act 37 of 2002) and its General Code of Conduct, the Insurance Act, 2017 (Act 18 of 2017) and the Policyholder Protection Rules, and the Treating Customers Fairly outcomes.

How to complain

Complaining costs nothing. Please send it in writing and give us enough detail to act on it:

• By email to info@brawne.co.za
• By hand or post to our office: 47 Norman Avenue, Bryanston Ext 70, Johannesburg, 2191
• If you find writing difficult, phone us on +27 72 338 2640 and we will write it down with you and read it back.

Include your name and contact details, your policy or reference number, what happened, when it happened and what you would like us to do. Attach any documents that help.

What happens next

1. We acknowledge your complaint within 2 working days and give you a reference number and the name and contact details of the person handling it.
2. We record and classify it in our complaints register, by how urgent and serious it is.
3. A trained person investigates. They look at the facts, the documents and the policy terms, and may speak to you and to the insurer.
4. The Key Individual reviews the outcome before we reply, so the decision is fair and consistent.
5. We reply to you in writing with our decision, our reasons, and what you can do if you are still unhappy.
6. We learn from it. We look for the root cause and fix it, so it does not happen to the next person.

How long it takes

Type	What it means	Our target
Routine	Low impact on you or our business	Reply within 15 working days
Urgent and serious	Serious impact, such as a delayed claim or possible loss	Reply within 5 to 10 working days
From a regulator or ombud	For example a complaint sent to us by the FAIS Ombud	Within the time the regulator sets, usually 30 days

If we need more time, we tell you why and when you can expect an answer.

If you are not satisfied

You do not have to accept our decision. Please raise your complaint with us first and give us a fair chance to resolve it. The ombuds will usually expect this, and generally allow six weeks. After that, or if you disagree with our answer, you can go to:

Body	For	Contact
The insurer named in your policy	Claims and policy decisions	We will give you their complaints details.
FAIS Ombud	Advice or service from us as a financial services provider	012 762 5000 or 086 066 3274 info@faisombud.co.za www.faisombud.co.za
National Financial Ombud Scheme (NFO)	Disputes with insurers, covering both long-term and short-term insurance	0860 800 900 www.nfosa.co.za
Information Regulator	Concerns about how we handle your personal information	010 023 5200 or 0800 017 160 enquiries@inforegulator.org.za www.inforegulator.org.za

The ombuds’ services are free to you. Contact details were checked on 5 October 2026 and can change, so please confirm them on the ombuds’ own websites.

Our complaints policy

1. Purpose

To make sure every complaint is handled fairly, promptly and consistently, and that customers are treated fairly at every stage.

2. Scope

It applies to everyone at Brawne Protect (Pty) Ltd, and to anyone who complains about our products, advice, service, conduct or handling of personal information, including prospective customers and people who are not customers.

3. What is a complaint

A complaint is any expression of dissatisfaction about us or our service that alleges we have caused or may cause financial prejudice or other harm. We treat anything that sounds like a complaint as one, whether or not it uses the word.

4. Principles

• Easy to find, easy to use and free.
• Plain language and help for anyone who needs it, including customers who find writing difficult or prefer another language.
• No one is treated worse for complaining.
• Fair, impartial investigation by someone not involved in the matter where possible.
• Decisions explained in writing, with reasons.
• Complaints inform how we improve products, processes and training (Treating Customers Fairly, Outcome 6).

5. Responsibilities

• Every staff member must pass on a complaint the same working day.
• The complaints officer is Naresh Ashok, our Key Individual. He oversees complaints, signs off outcomes and reports to the board.
• The compliance officer (National Compliance) reviews the complaints register and trends and reports them as part of compliance monitoring.

6. Records

We keep a complaints register with the date received, the complainant, the issue, the category, the outcome and the dates of each step. We keep complaint records for at least five years, as the law requires.

7. Reporting and review

The Key Individual reviews the register at least quarterly for trends and root causes, and reports to the board. We review this policy at least once a year and after any significant regulatory change.