Being an institution that is regulated by NAMFISA, RFS is required to, at all times, render financial services honestly, fairly, with due skill, care, and diligence, and in the interest of consumers.
As a valued stakeholder, we request you to report unsatisfactory levels of service and/or inappropriate behavior or conduct by any officer or employee of RFS.
At RFS, we values feedback from our clients as an essential tool for improvement and innovation. Client feedback provides a valuable opportunity to remedy the problem and enhance your confidence in our services. To ensure we manage and resolve any complaint efficiently and to your satisfaction, we have established the following complaints procedure:
| Submission of feedback and complaints | ||||||||
Should you have any feedback, whether positive or constructive, or want to lodge a complaint, please use any of the following methods:
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| Acknowledgment of complaints | ||||||||
| Provided you give us your contact information, we will acknowledge receipt of your complaint within forty-eight (48) office hours of its receipt, either in writing or through a phone call. | ||||||||
| Resolution process | ||||||||
| We aim to resolve and respond to all complaints within in seventy-two (72) office hours after acknowledgement. Our objective during this period is to fully understand the issue, investigate the circumstances, and determine a resolution that meets your expectations and our quality standards. | ||||||||
| Extended time-frame | ||||||||
| In the event that a complaint cannot be handled during the first ninety-six (96) office hours, we will make sure that you are notified in writing or by telephone call. We will keep you updated on the status and any steps being taken in this regard. | ||||||||
| Escalation | ||||||||
| A complaint will be escalated for resolution if management intervention is required. If a resolution is not possible or if a decision is necessary, the complaint will be forwarded to the applicable party, such as the Principal Officer or Board of Trustees. | ||||||||
| Unresolved complaints | ||||||||
| NAMFISA requires that complaints are submitted to the relevant institution affording them an opportunity to resolve the complaint prior to escalating complaints to NAMFISA. In the event of your complaint not having been resolved to your satisfaction, we encourage you to liaise with NAMFISA by lodging a complaint online (www.namfisa.com.na) or contact them via e-mail (complaintsdept@namfisa.com.na) for more information iro complaints. Apart from the description of the complaint and the relief sought, NAMFISA requires complainants to provide the following:
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RFS Complaints form