Complaints Policy

How to raise a complaint

• Start by setting out the complaint clearly in writing, including your name, policy number if applicable, contact details and all supporting documents.
• If the complaint relates to advice or service received through Vylo, send it to neal@noubou.co.za so it can be logged and routed correctly.
• If you prefer to complain directly to Discovery, use the relevant Discovery complaint channel for the product involved.
• If you remain dissatisfied after the internal process, you may escalate to the appropriate ombud or the FAIS Ombud, depending on the nature of the complaint.

Relevant Discovery complaint channels

What to include

• Your full name and contact details.
• The relevant policy number, scheme number, employer number or product reference where applicable.
• A clear description of what happened and the outcome you want.
• Copies of correspondence, application forms, records of advice or other supporting documents.

Escalation and external recourse

If your complaint is not resolved to your satisfaction, or if the internal process does not respond within the applicable timeframes, you may refer the matter to the relevant ombud. For financial advice and intermediary service complaints, the FAIS Ombud remains the primary external route.