Treating Customers Fairly (TCF) Policy

Signal Asset Management (Pty) Ltd is committed to ensuring that the Financial Services Board’s initiative of “Treating Customers Fairly” (TCF) is embedded in all areas of our business.

Our clients are our most valuable asset and our aim is to:

  • Protect the interests of our clients at each stage of the investment process, from the very first meeting through to the regular annual reviews.
  • Endeavour to meet our clients’ expectations of high quality service.

Our TCF Policy is centred around the Financial Services Board’s guidelines and the six outcomes produced:

  • Outcome 1: Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.
  • Outcome 2: Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.
  • Outcome 3: Customers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
  • Outcome 4: Where consumers receive advice, the advice is suitable and takes account of their circumstances.
  • Outcome 5: Consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect.
  • Outcome 6: Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.

Our Commitment

  • We will disclose all costs and risks involved with the fund being recommended.
  • We will make sure that the client understands the risks associated with any fund recommended.
  • We will ensure that all Conflicts of Interest are clearly disclosed to enable the client to make an informed decision.
  • We will ensure that all client communications are clear, concise and free of jargon.
  • We will ensure that all Authorised Representatives have received training on the products being recommended to ensure they understand to which client group each fund is most appropriate.
  • We will continuously ensure that all staff members fully understand the Six Outcomes detailed above.
  • We will listen to client feedback and will deal with any complaints timeously.
  • We will ensure that a mandate is signed between ourselves and the client detailing the extent of our discretionary services.
  • We will send a quarterly report to all discretionary clients detailing progress made during the quarter on investments.
  • We will ensure that authority is obtained for Personal Account Trading and that no such trading takes place until authority has been obtained.
  • Where a breach of mandate has taken place we will rectify the situation so that the client is not prejudiced.
  • We will ensure that no Insider Trading takes place.
  • We will ensure that detailed fund fact sheets are produced quarterly for funds being managed clearly detailing composition, costs and performance.
  • We will ensure that a monthly newsletter is produced keeping clients informed of all necessary information.

Promotion of Access to Information Act

  • The Promotion of Access to Information Act, No 2 of 2000 was enacted to give effect to the constitutional right of access to any information held by any private or public body that is required for the exercise or protection of any rights. Certain requirements, however, have to be met for    access to any information being granted. The Act requires that a manual be prepared to assist people in exercising their right of access to information. The manual is available in Adobe Acrobat format by clicking here.

  • The Conflicts of Interest Policy outlines the conflicts of interest / conflict management policy adopted by Signal and its employees, key individuals and representatives. It should be read in conjunction with the Financial Advisory and Intermediary Services (FAIS) Act and regulations made thereunder, specifically those relating to conflicts of interest. No part of this document may be reproduced without the written consent of Signal and its external compliance officer Compli-Serve (Pty) Ltd.

Complaints Handling Procedure

  • The Financial Advisory & Intermediary Services Act 2002 ("FAIS" deals with complaints in some detail and the recourse mechanisms available to users of financial products and services. Specifically section 27(1) deals with the receipt of Complaints, prescription, jurisdiction and investigation. All licensed financial service providers (FSP's) will be required to have systems in place for the purpose of timely and efficient resolution of complaints within the specified timeframes. Our complaints handling procedure is documented and can be downloaded by clicking on this link.

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