08h00 - 17h30 Monday, Tuesday, Thursday & Friday
09h00 - 17h30 Wednesday
08h30 - 13h00 Saturday
(Closed on Public Holidays and Sundays)
Customer Enquiries (Call Centre)
0861 AVBOB 1 (0861 28262 1)
+27 12 303 1383
07H00 - 19H00 Weekdays
08H00 - 14H00 Saturdays
08H30 - 13H00 AVBOB Head Office
(Closed on Public holidays and Sundays)
0861 AVBOB 1 (0861 28262 1)
Available 24 Hours
+27 12 303 1381
086 673 6756
086 262 5323
086 682 8778
086 675 5245
Have your say. We welcome your feedback.
+27 12 303 1399
086 754 6876
08H00 – 16H30 Weekdays
AVBOB Mutual Assurance Society (AVBOB) is a registered financial services provider with the Financial Services Board (FSB) and as such we strive to offer our clients and policyholders fair and ethical treatment that is aligned with the Treating Customers Fairly (TCF) approach as set out by the FSB.
The purpose of this document is to clearly set out the procedure we use to resolve complaints received from clients and policyholders. We have an internal complaints department that manages the complaints resolution process to ensure that when AVBOB receives a complaint it is managed, recorded and responded to within the required regulatory timeline of six weeks.
A complaint is defined as any written expression of dissatisfaction, whether justified or not, about AVBOB’s provision of, or failure to provide a financial service which resulted in financial loss or material distress.
How do you lodge a complaint?
A complaint must be in writing and all copies of the required information must be attached.
full names and ID number of the complainant;
telephone number (work, home and cell);
e-mail address (if available); and
full nature of complaint.
Where do you send your complaint?
Complaints must be addressed to the Complaints Department and sent using one of the following routes:
The Complaints Department
P. O. Box 1661
AVBOB will acknowledge receipt of your complaint within 7 working days. We will further provide you with the name and contact number of the person who will be attending to your complaint. Your complaint will receive priority by professional and experienced personnel. If, however, you do not hear from us within 7 working days, please contact us on 012 303 1399.
AVBOB’s Complaints Resolution Committee will ensure the fair resolution of all complaints submitted by our clients/policyholders.
What happens if you are still unhappy with the outcome of your complaint?
If your complaint was not resolved within a period of 6 weeks or if you are unsatisfied with the resolution you may contact one of the following Ombudsmen:
For complaints related to the rendering of financial services (advice/ intermediary services) you may contact:
The Ombudsman for Financial Services Providers
PO Box 74571