Contact Discovery

Discovery Vitality subscribes to the Consumer Goods and Services Code. The Consumer Goods and Services Ombud guides the consumer goods and services industry as to the minimum standards of conduct expected and to assist in resolving disputes that arise between consumers and suppliers in terms of the Consumer Protection Act (CPA). If you are dissatisfied with the way in which Discovery Vitality is dealing with your complaint, you are welcome to refer your complaint in writing to the Consumer Goods and Services Ombud on http://www.cgso.org.za/

Complaints about Discovery Bank products or services

We've made a commitment to provide great service to all our clients. This means we investigate any complaints our clients send us and aim to resolve them fairly and as soon as possible.

What happens when you send us a complaint?

1. We'll acknowledge receipt of your complaint by email within 24 hours.
2. An independent team will investigate your complaint, and it will be subject to a senior executive review.
3. We'll update you on the status of your complaint during the process and give you the outcome in writing.

How to send a complaint

If you have a complaint, you can call us on 0800 07 96 97 or email complaints@discovery.bank

What happens if you aren't happy with the outcome of a complaint?

You can contact the National Financial Ombud Scheme

If you aren't happy with the outcome of a complaint after it has been through our internal review process, you can send the complaint to the National Financial Ombud Scheme.

The National Financial Ombud Scheme has the final say on complaints in the banking industry and credit-related matters.

To get in touch with the National Financial Ombud Scheme, you can call 0860 800 900 or email info@nfosa.co.za, or visit nfosa.co.za

You can contact the FAIS Ombudsman

The FAIS Ombudsman is an independent and impartial dispute resolution tribunal that investigates complaints by clients about financial services that financial services providers, like Discovery Bank, offer.

To get in touch with the FAIS Ombudsman, you can call 012 762 5000 or 012 470 9080, or visit www.faisombud.co.za

You can contact the National Credit Regulator

The National Credit Regulator resolves complaints about credit-related matters.

To get in touch with the National Credit Regulator, you can call 011 554 2700 or 0860 627 627, or visit www.ncr.org.za

You can contact the Consumer Goods and Services Ombud

The Consumer Goods and Services Ombud enforces the Code of Conduct that applies to the consumer goods and services industry by dealing with consumer goods complaints that they receive from consumers free of charge.

To get in touch with the Consumer Goods and Services Ombud, you can call 011 781 2607 or 0860 000 272 (sharecall) or email info@cgso.org.za
To learn more, visit www.cgso.org.za

You can contact the Information Regulator

The Information Regulator protects and promotes the protection of personal information processed by public and private bodies.

To get in touch with the Information Regulator, you can call 0800 017 160 or email POPIAComplaints@inforegulator.org.za

Let us help you resolve your complaint

We look forward to helping you sort out any problems and encourage you to contact us. For any event, you are welcome to contact:

1. The Discovery Insure contact centre on:
   Telephone: 0860 751 751
   Email: insureinfo@discovery.co.za
   Fax: 011 539 1189
   Mail:
   Discovery Insure
   PO Box 3888
   Rivonia
   2128
   Physical address:
   155 West Street
   Sandton
   Johannesburg
   Post: Freepost DN298, Umhlanga Rocks, 4320
2. Discovery Insure Claims on:
   Telephone: 0860 751 751
   Email: insureclaims@discovery.co.za
3. Discovery Insure complaints on:
   Email: insurecomplaints@discovery.co.za
4. SASRIA
   Telephone: +27 11 214 0800 / 086 172 7742
   Email: contactus@sasria.co.za
   Fax: +27 11 447 8630 / 086 172 7329
   Mail:
   P O Box 653367
   Benmore
   2010
5. The Ombudsman for Short-Term Insurance:
   Telephone: 0860 800 900
   Email: info@nfosa.co.za
   Website: www.nfosa.co.za
   Address:
   NFO Johannesburg Office
   110 Oxford Rd, Houghton Estate, Johannesburg
   Gauteng, 2198
   NFO Cape Town Office
   Claremont Central Building, 6th Floor, 6th Vineyard Road,
   Claremont, Western Province, 7700
6. The FAIS Ombudsman (if you are unsatisfied with your Financial Adviser)
   Telephone: 012 470 9080
   Fax: 012 348 3447
   Email: info@faisombud.co.za
   Website: www.faisombud.co.za
   Mail:
   The FAIS Ombudsman
   PO Box 41
   Menlyn Park
   0063

Discovery Invest maintains an internal complaints resolution system where we undertake to resolve complaints from our policyholders and clients as speedily and fairly as possible. Discovery Invest aims to resolve all complaints within 21 working days of receipt if all the relevant information has been received. If we are unable to provide feedback in this time, we will inform you.

What to do to resolve your complaint:

1. Speak to your Financial Adviser:
   If you have any concern about your Discovery Invest policy and / or the financial advice you have been provided with, first discuss it with your adviser. If you are still not satisfied submit the complaint to the adviser in writing, if you have not yet. Remember to have all relevant documentation supporting your concerns available to assist the adviser to resolve your concerns. If you are not satisfied with the response or should the adviser not respond within 6 weeks, you may contact the FAIS Ombudsman.
2. Contact Discovery Invest Complaints Department:
   You can submit your complaint in writing together with any supporting documentation to invest_complaints@discovery.co.za if you are not satisfied with the response you have received from your adviser. You can also follow this process if you prefer to raise a complaint directly with us.

   The requirements are:

   • Your complaint must be in writing
   • Your Discovery Invest policy number related to the complaint should be included
   • You should provide us with specific information, correspondence and documentation relevant to your complaint
3. Contact the relevant Ombudsman
   Should your complaint not be resolved to your satisfaction or if we have failed to respond to your complaint within 6 weeks, then you may submit your complaint to the FAIS Ombudsman or the Ombudsman for Long Term Insurance. You may pursue the complaint with the Ombudsman within 6 months from the date that Discovery Invest responded to your complaint in writing.

The FAIS Ombudsman: The FAIS Ombudsman is an independent and impartial dispute resolution tribunal which investigates, considers and disposes of complaints by consumers regarding financial services rendered by Financial Services Providers (such as Discovery Invest). The Ombudsman provides a fair, unbiased, reasonable, economical and expeditious relief to the ordinary person at no charge.

Contact details:

PO Box 41, Menlyn Park, 0063
Phone: +27 12 470 9080
Fax: +27 12 428 8000
Email: info@faisombud.co.za
Website: www.faisombud.co.za

The Ombudsman for Long Term Insurance: The office for the Ombudsman for Long-term Insurance mediates in disputes between subscribing members (such as Discovery Invest) of the long-term insurance industry and policyholders regarding insurance contracts. It is an independent office which is accountable to an independent Long-term Ombudsman Council for providing an efficient and independent service to policyholders and others in response to disputes arising from long-term insurance policies.

Contact details:

Private Bag x45, Claremont, 7735
Phone: 0860 662 837
Fax: (+27 21) 674-0951
Email: info@ombud.co.za
Website: www.ombud.co.za

Discovery Life maintains an internal complaints resolution system where we undertake to resolve complaints from our policyholders and clients as speedily and fairly as possible. Discovery Life aims to resolve all complaints within 21 working days of receipt if all the relevant information has been received. If we are unable to provide feedback in this time, we will inform you.

What to do to resolve your complaint:

1. Speak to your Financial Adviser:
   If you have any concern about your Discovery Life policy and / or the financial advice you have been provided with, first discuss it with your adviser. If you are still not satisfied submit the complaint to the adviser in writing, if you have not yet. Remember to have all relevant documentation supporting your concerns available to assist the adviser to resolve your concerns. If you are not satisfied with the response or should the adviser not respond within 6 weeks, you may contact the FAIS Ombudsman.
2. Contact Discovery Life Complaints Department:
   You can submit your complaint in writing together with any supporting documentation to life_complaints@discovery.co.za if you are not satisfied with the response you have received from your adviser. You can also follow this process if you prefer to raise a complaint directly with us.

   The requirements are:

   • Your complaint must be in writing
   • Your Discovery Life policy number related to the complaint should be included
   • You should provide us with specific information, correspondence and documentation relevant to your complaint
3. Contact the relevant Ombudsman
   Should your complaint not be resolved to your satisfaction or if we have failed to respond to your complaint within 6 weeks, then you may submit your complaint to the FAIS Ombudsman or the Ombudsman for Long Term Insurance. You may pursue the complaint with the Ombudsman within 6 months from the date that Discovery Life responded to your complaint in writing.

The FAIS Ombudsman: The FAIS Ombudsman is an independent and impartial dispute resolution tribunal which investigates, considers and disposes of complaints by consumers regarding financial services rendered by Financial Services Providers (such as Discovery Life) . The Ombudsman provides a fair, unbiased, reasonable, economical and expeditious relief to the ordinary person at no charge.

Contact details:

PO Box 41, Menlyn Park, 0063
Phone: +27 12 470 9080
Fax: +27 12 428 8000
Email: info@faisombud.co.za
Website: www.faisombud.co.za

The Ombudsman for Long Term Insurance: The office for the Ombudsman for Long-term Insurance mediates in disputes between subscribing members (such as Discovery Life) of the long-term insurance industry and policyholders regarding insurance contracts. It is an independent office which is accountable to an independent Long-term Ombudsman Council for providing an efficient and independent service to policyholders and others in response to disputes arising from long-term insurance policies.

Contact details:

Private Bag x45, Claremont, 7735
Phone: 0860 662 837
Fax: (+27 21) 674-0951
Email: info@ombud.co.za
Website: www.ombud.co.za

The Ombudsman for the Dollar Life Plan: Channel Islands Financial Ombudsman (CIFO) is an independent office, that resolves complaints about financial services provided in or from Jersey, Guernsey, Alderney or Sark.

Contact details:

Jersey: +44 1534 669800
Guernsey: +44 1481 722218
International: +44 1534 669800
Email: enquiries@ci-fo.org
Website: www.ci-fo.org

Claims

General queries

At Discovery Employee Benefits we take all complaints seriously and we are committed to resolving these complaints as speedily as possible.

Step 1 - Speak to your financial adviser
If you have any concerns around your Discovery Group Risk policy, your Discovery Retirement Funds scheme or the financial advice you have been given, first discuss it with your financial adviser. If you are not satisfied with the progress or response, and if you have not done so already, submit the complaint to your financial adviser in writing. Ensure that you provide detailed information and that you submit all the relevant supporting documentation to assist the financial adviser to resolve your concerns.

Step 2 - Contact the Discovery Group Risk or Discovery Retirement Funds complaints department
If you are not satisfied with the response you have received from your financial adviser, or you prefer to raise a complaint directly with us, please send your complaints to:

Discovery Group Risk: Group_Risk_Complaints@discovery.co.za

Discovery Retirement Funds: retirementfundscomplaints@discovery.co.za

To ensure that we can attend to and resolve your complaint speedily, please adhere to the requirements detailed below:

• Submit your complaint in writing
• Provide all the relevant information and supporting documentation
• Ensure that you include your Discovery Group Risk/Discovery Retirement Funds scheme name and number
• Your Discovery Group Risk policy number related to the complaint should also be included.

We will provide you with a written response to your complaint within fifteen business days. If you are not satisfied with the outcome of your complaint and want to escalate it, you may request that this matter be referred to the Complaints Review Committee.

Please provide details about your reasons for dissatisfaction and include all supporting documents that would be necessary for our consideration of the matter. The outcome of your complaint will be reviewed, and we will provide you with feedback within five business days of receipt of your escalated complaint.

Step 3 - Contact the relevant Ombudsman
If your complaint is not resolved to your satisfaction, or we have failed to respond to your complaint within six weeks, you may submit your complaint to the relevant Ombudsman.

Ombudsman contact information
Contact the FAIS Ombud for complaints relating to advice or intermediary services received from your financial adviser.
The FAIS Ombudsman is an independent and impartial dispute resolution tribunal which investigates, considers and disposes of complaints by consumers regarding financial services rendered by Financial Services Providers (The Ombudsman provides a fair, unbiased, reasonable, economical and expeditious relief to the ordinary person, at no charge).

Contact details:

The FAIS Ombud
125 Dallas Avenue Menlyn Central,
Waterkloof Glen, Pretoria, 0010
Postal address: PO Box 41, Menlyn Park, 0063
Telephone: 012 762 5000 / 086 066 3274
Fax: 012 348 3447 / 012 470 9097
Email: info@faisombud.co.za
Website: www.faisombud.co.za

Contact the Ombudsman for Long-term Insurance (OLTI) for complaints about your Group Risk policy
The office for the Ombudsman for Long-term Insurance mediates in disputes between subscribing members, for example, Discovery Group Risk, of the long-term insurance industry and policyholders, regarding insurance contracts. It is an independent office that is accountable to an independent Long-term Ombudsman Council for providing an efficient and independent service to policyholders and others in response to disputes arising from long-term insurance policies.

Contact details:

The Ombudsman for long-term insurance
Third Floor, Sunclare Building,
21 Dreyer Street, Claremont, Cape Town, 7700
Telephone: 021 657 5000 / 0860 103 236
Email: info@ombud.co.za
Website: www.ombud.co.za

Contact the Pension Funds Adjudicator for complaints about your retirement fund benefits with Discovery Retirement Funds
The office of the Pension Funds Adjudicator investigates and decides on complaints lodged in terms of the Pension Funds Act.

Contact details:

The Pension Funds Adjudicator
4th Floor Block A, Riverwalk Office Park, 41 Matroosberg Road, Ashlea Gardens, Pretoria, 0181
Postal address: P.O. Box 580, Menlyn, 0063
Telephone: 012 346 1738 / 012 748 4000
Fax: 086 693 7472
Email: enquiries@pfa.org.za
Website: www.pfa.org.za

Contact the Information Regulator (South Africa) for POPIA related complaints or concerns
If you feel that we have not handled your complaint fairly regarding the processing of your personal information or that your complaint has not been resolved, you can lodge a complaint with the Information Regulator:

Contact details:

The Information Regulator (South Africa)
JD House, 27 Stiemens Street
Braamfontein, Johannesburg, 2001
Postal address: P.O Box 31533, Braamfontein, Johannesburg, 2017
Complaints email: POPIAComplaints@inforegulator.org.za (should you feel that your personal information has been violated)
PAIAComplaints@inforegulator.org.za (should your PAIA request be denied/there is no response from us for access to records)
General enquiries email: enquiries@inforegulator.org.za
Website: www.inforegulator.org.za

We are committed to provide you with the highest standard of service and your feedback is important to us. The following channels are available for your use and we encourage you to follow the process.

We are committed to providing you with the highest standard of service and your feedback is important to us. The following channels are available for your use and we encourage you to follow the process.

For help with

1. Discovery Supplementary Illness Benefit Complaints
   Telephone: 0860 99 88 77
   Email: dsib@discovery.co.za
2. Contact the FAIS Ombud for complaints about financial advisers
   The FAIS Ombudsman is an independent and impartial dispute resolution tribunal which investigates, considers and disposes of complaints by consumers regarding financial services rendered by Financial Services Providers (such as Discovery Insure). The Ombudsman provides a fair, unbiased, reasonable, economical and expeditious relief to the ordinary person at no charge.
3. Contact details:
   The FAIS Ombud c/o Financial Services Board
   Address: PO Box 41, Menlyn Park, Pretoria, 0063
   Telephone: 012 470 9080
   Fax: 012 348 3447
   E-mail: info@faisombud.co.za
   Website: www.faisombud.co.za
4. Contact the Ombudsman for Long Term Insurance for complaints about your Discovery Supplementary Illness Benefit
   The office of the Ombudsman for Long Term Insurance mediates disputes relating to Long Term Insurance contracts such as with Discovery Life. It has to provide an efficient, independent service to policyholders in response to disputes arising from their policy contracts
5. Contact details:
   Address: Third Floor, Sunclare Building, 21 Dreyer Street,
   Claremont, Cape Town, 7700
   Telephone: 021 657 5000 / 0860 103 236
   Fax: 021 674 0951
   E-mail: info@ombud.co.za

Fraud and Unethical Conduct

Discovery may reward whistle-blowers for valid information provided, which result in the recovery of money lost due to fraud.

Toll-free phone: 0800 00 45 00
International number: +27 31 308 4795
SMS: 33490
WhatsApp ChatBot: +27 31 308 4664
Email: discoveryforensics@whistleblowing.co.za
Website reporting: www.whistleblowing.co.za