Fair treatment is not a document we keep on file. It is how Victus works. As an authorised Financial Services Provider, we hold ourselves to the six fairness outcomes below, viewed the way they should be: from your side of the table. Our mission is to be a recognised and respected provider. Treating customers fairly is an integral part of how we pursue it: we strive to consistently deliver fair outcomes and enhanced service quality to our clients, based on a culture of transparency and accountability.
Our approach follows the guidelines of the Financial Sector Conduct Authority.
The six fairness outcomes
We measure ourselves against the six fairness outcomes, viewed from the customer’s side of the table:
- Outcome 1: Customers are confident that they are dealing with providers where the fair treatment of customers is central to the provider’s culture.
- Outcome 2: Products and services marketed and sold in the retail market are designed to meet the needs of identified customer groups and are targeted accordingly.
- Outcome 3: Customers are given clear information and are kept appropriately informed before, during and after the time of contracting.
- Outcome 4: Where customers receive advice, the advice is suitable and takes account of their circumstances.
- Outcome 5: Customers are provided with products that perform as providers have led them to expect, and the associated service is both of an acceptable standard and what they have been led to expect.
- Outcome 6: Customers do not face unreasonable post-sale barriers to change product, switch provider, submit a claim or make a complaint.
Fair treatment is owned at the top. It is a standing item on our senior management agenda, not a delegated checkbox
What this looks like in practice:
- We follow our Conflict-of-Interest Policy in every client dealing
- We use management information and client feedback to keep improving how we serve you
- Our people are trained for this and held to a high standard of service
- We keep monitoring the products we have recommended, to check they remain right for you
- Staff remuneration structures take TCF principles into account and are designed so that incentives do not encourage outcomes that are unfair to customers
- We review this statement at least annually
Questions or feedback about how we have treated you? Contact us directly:
- Telephone : (021) 903 - 0916
- Email : dutoit@vgrp.co.za
- Post : PostNet Suite 44, Private Bag X22,
