Make sure you have the following information before you lodge a complaint:
- Supply all policy, account or member numbers that relate to the complaint.
- Be specific about what the complaint is and provide all the important facts (including events) that may have a bearing on the complaint.
- Provide copies of all documents that have relevance to the complaint (i.e. letters, quotations, previous correspondence etc).
- Provide proof of any losses sustained.
- Specify the solution / remedial action you believe is required to resolve the complaint.
Call us on : 081 956 1010 or email: nam-cscomplaints@oldmutual.com
Regulator
If your issue has not been resolved by following the Old Mutual complaints management process, you may contact the regulator. Old Mutual and NAMFISA will collaborate to investigate the complaint and resolve within 20 business days.
Namibian Financial Institutions Supervisory Authority (NAMFISA)
51-55 Werner List St, Gutenberg Plaza Windhoek, Namibia
PO Box 21250
Windhoek
Namibia
Tel: 264 61 290 5000
Fax: 264 61 290 5161
Toll Free: 0800 290 5000
Email: complaintsdept@namfisa.com.na
Complaints Process
- When you contact Old Mutual, the call centre, operational department or branch has the responsibility to solve the complaint
- If the complaint cannot be solved within the operational department or branch, it can be escalated to the Client Relationship Manager or Manager at the operational department or branch
- Should the complaint still not be satisfactorily resolved, you may refer the matter to the Complaints Management or the Namibia Financial Institutions Supervisory Authority (NAMFISA)
- Complaints to Old Mutual will be investigated and once all information is collected the complaint will be resolved within 5 business days
- If you would like to send a mail with your complaint please email us here.
If you have a compliment you can contact us on : 061 299 3999 or email: nam-cscomplaints@oldmutual.com
At Old Mutual, your voice matters! If something isn't right, we're here to listen. Submit your complaint today and help us improve your experience for a better tomorrow.
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