COMPLAINTS RESOLUTION POLICY

INTRODUCTION

Liquid Bridge Fund is company registered in South Africa in terms of the Companies Act No 71 of 2008, as amended and an authorized by the FSCA in terms of the FAIS Act, as amended (FSP number: 53058).

The FSCA as per the FAIS Act requires that FSPs have a formal complaints resolution procedure in place to address all complaints they receive from clients relating to the financial services provided to such clients.

This policy will only apply in all instances where a complaint arises out of a financial service rendered by our representative or us (the FSP) in terms of the Act.

WHAT IS A COMPLAINT?

An expression of dissatisfaction by a person to a provider or its service/product supplier relating to a financial product or a financial service, which indicates or alleges that:

1.       The FSP has contravened or failed to comply with an agreement, regulations, legislation or a code of conduct;

2.       Maladministration, wilful or negligent action or failure to act has caused the person harm, prejudice, distress or substantial inconvenience;

3.       and/or has treated the person unfairly.

If the FSP does not uphold or resolve a complaint, it is then reportable to the FAIS Ombud (the Ombud) by the client. It is therefore recommended that clients lodge their complaints with the FSP before lodging the complaint with the Ombud.

HOW TO LODGE A COMPLAINT?

If a client wishes to lodge a complaint regarding a financial service provided by us, we recommend that the client should first send the complaint to the respective Representative. Should the Representative fail to resolve the complaint, the client can then submit the complaint to the complaints manager of the FSP.

Complaints Manager:

·         Name: Theobald Mbadaliga

·         Position: Managing Director

·         Contact number: 082 660 1113

·         Email Address: Theo@liquidbridge.co.za / complaints@liquidbridge.co.za

RESPONSIBILITIES RELATING TO THE COMPLAINTS PROCEDURE

Client Responsibilities:

1.       Inform us of your compliant as soon as is reasonably possible

2.       The Complaint must be reduced to writing (complaint must be in writing)

3.       Provide us with all information relating to your complaint (client reference number, nature of the complaint, which would include sufficient facts, dates and supporting documentation) to enable us to investigate the complaint.

Liquid Bridge Fund Responsibilities:

1.       The Complaints Manager will acknowledge receipt of the complaint.

2.       The Complaints Manager may ask additional information if required.

3.       Log the complaint in our official complaints register.

4.       Carry out a full investigation of the complaint and respond promptly, following principles of transparency, visibility, accessibility, and fairness

5.       Escalate the complaint to the relevant Key Individual (KI) where it cannot be resolved by the Complaints Manager.

6.       Communicate with the you during the investigation and when an outcome has been reached, at least within 6 weeks from date of receipt

7.       Records of complaints will be kept for a minimum of 5 years as per regulatory requirements

If a complaint has not been resolved within 6 weeks by the FSP, or where the complaint has been dismissed or where the client is not satisfied with the results of the investigation into the complaint, the client may, within 6 months, refer the complaint to the FAIS Ombudsman whose details is as follow:

SUMMARY OF LEGISLATIVE REQUIREMENTS

The applicable legislation, regulations or codes are set out in the section below. Should you require further information do not hesitate to contact our Complaints Manager.

The Financial Advisory & Intermediary Services Act 37 of 2002 (FAIS)

In terms of the FAIS Act, a complaint is defined as follows:

“Complaint” means, subject to section 26(1)(a)(iii), a specific compliant relating to a

financial service rendered by a financial services provider or representative to the

complainant on or after the date of commencement of the Act, and in which complaint it is

alleged that the provided or representative –

·         has contravened or failed to comply with a provision of this Act and that as a result thereof the complainant has suffered or is likely to suffer financial prejudice or damage;

·         has wilfully or negligently rendered a financial service to the complainant which has caused prejudice or damage to the complainant or which is likely to result is such prejudice or damage: or

·         has treated the complainant unfairly

Chapter 5 – Duties of Authorised Financial Service Providers

Maintenance of records

Section 18 (b): An authorized financial services provider must, except to the extent exempted by the registrar (now referred to as the Commissioner), maintain records for a minimum of five years regarding complaints received together with an indication whether or not such complaint has been

resolved.

Liquid Bridge Fund (Pty) Ltd.

A licensed and authorised financial services provider, FSP no. 53058

Liquid Bridge Fund is a Crypto Asset Service Provider (CASP) subject to and in compliance with the FSCA's regulatory regime of South African CASPs. 

Liquid Bridge Fund is an authorized Credit Representative of  Borro Money (Pty) Ltd, a licensed credit provider (NCRCP14706). 

Bank accounts provided by Standard Bank (FSP11287). 

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Any Advice or information on this website is General Advice Only - It does not take into account your personal circumstances, please do not trade or invest based solely on this information. By viewing any material or using the information within this site you agree that this is general education material and you will not hold any person or entity responsible for loss or damages resulting from the content or general opinion provided here by Liquid Bridge Fund, it's employees, directors or content authors. Any investment where there is potential returns to be made comes with various risks. Alternative investments have large potential rewards, but also large potential risk. You must be aware of the risks and be willing to accept them in order to invest, we recommend that you contact your financial advisor, legal advisor, and/or tax advisor before making any investment with or through Liquid Bridge Fund. It is generally considered unwise to invest or trade with money you can't afford to lose or to place all your eggs (funds) in one basket. This website is neither a solicitation nor an offer to Buy/Sell alternative investments or other financial products. No representation is being made that any account will or is likely to achieve profits or losses similar to those discussed in any material on this website. The past performance of any trading/investment system or methodology is not indicative of future results. We will not be liable for any damages or losses caused by depositing funds into the wrong account, always verify account details with your bank to avoid making payments to fraudsters.

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