Compliments & Complaints

Have we made you smile today? We would love to know about it!

Do you need to make us aware of something we didn’t get quite right? Please complete the form below and we will start the resolution process.

Talk to Us

Complaints Resolution Process

Step1

Complete the form (left) and provide us with a brief description of what your complaint is about and how you would like us to resolve it.

Step2

Within 24 hours from receiving your completed form we will acknowledge receipt of your complaint.

Step3

Over a period of 5 working days we will:
Investigate, evaluate and assess your complaint.

Step4

By the 5th working day you will receive feedback in writing of what action will be taken, the time frame and process you can expect for resolution.

Step5

Should your complaint involve a representative of Genlib, you will receive further feedback form us as to what action, time frame and process you can expect for resolution. 

Step6

Within 6 weeks of us receiving your complaint, you will receive in writing a final resolution and outcome to your complaint.

Or Email us directly

Compliments:  compliments@genlib.co.za
Claims Complaints:  claimscomplaints@genlib.co.za
FAIS Complaints:  faiscomplaints@genlib.co.za

If Applicable

Should you be dissatisfied with the outcome of your complaint; we will refer and encourage you to contact either:

Short-Term Ombudsman: 011 726 8900 / info@osti.co.za / www.osti.co.za;

FAIS Ombudsman: 012 470 9080 / info@faisombud.co.za / www.faisombud.co.za