Complaints

How to lodge a complaint

If you have a complaint, please contact us first so we can attempt to resolve the matter as quickly as possible. When submitting a complaint, please include your name, contact details, and a clear description of the issue together with any relevant supporting information.

Complaints may be submitted through the Help Center or available support channels listed on the website.

Acknowledgement & response time

We aim to acknowledge receipt of complaints promptly and will provide updates while the matter is being reviewed. Resolution times may vary depending on the nature and complexity of the complaint.

Investigation process

NovaThrive will review complaints fairly and objectively. Where required, additional information may be requested to assist with investigation and resolution.

Escalation

Where a complaint relates to:

• Trading services — AT Global Markets SA (Pty) Ltd, FSP No. 44816.
• Banking, wallet, payments or card services — the complaint may be referred to the relevant regulated banking or payments partner.

External resolution

If a complaint cannot be resolved internally, clients may refer the matter to:

• FAIS Ombud
• Information Regulator
• National Consumer Commission
• Relevant banking or payments ombud

depending on the nature of the complaint.