RFS Fund Administrators (Pty) Ltd ("RFS") as well as the Benchmark Retirement Fund (“Benchmark”)  are committed to upholding strong values and providing financial services with honesty, fairness, skill, and care. We encourage stakeholders to report any poor service or inappropriate conduct by RFS or Benchmark staff. Client feedback is vital to our continuous improvement and innovation.

To ensure efficient and satisfactory resolution of any complaints, we have implemented following complaints procedure:

Submission of feedback and complaints

Should you have any feedback, whether positive or constructive, or want to lodge a complaint, please use any of the following methods: Website https://www.rfsol.com.na/complaints (this page - form below) E-mail complaints@rfsol.com.na Phone 061 - 446 000 Office Corner of Feld and Newton Streets, Windhoek

Acknowledgment of complaints

Provided you give us your contact information, we will acknowledge receipt of your complaint within forty-eight (48) office hours of its receipt, either in writing or through a phone call.

Resolution process

We aim to resolve and respond to all complaints within in seventy-two (72) office hours after acknowledgement. Our objective during this period is to fully understand the issue, investigate the circumstances, and determine a resolution that meets your expectations and our quality standards.

Extended time-frame

In the event that a complaint cannot be handled during the first ninety-six (96) office hours, we will make sure that you are notified in writing or by telephone call. We will keep you updated on the status and any steps being taken in this regard.

Escalation

A complaint will be escalated for resolution if management intervention is required. If a resolution is not possible or if a decision is necessary, the complaint will be forwarded to the applicable party, such as the Principal Officer or Board of Trustees.

Unresolved complaints

NAMFISA requires that complaints are submitted to the relevant institution affording them an opportunity to resolve the complaint prior to escalating complaints to NAMFISA. In the event of your complaint not having been resolved to your satisfaction, we encourage you to liaise with NAMFISA by lodging a complaint online (www.namfisa.com.na) or contact them via e-mail (complaintsdept@namfisa.com.na) for more information iro complaints. Apart from the description of the complaint and the relief sought, NAMFISA requires complainants to provide the following: any action taken to resolve the matter with the relevant financial institution, the written feedback received from the financial institution; and the relevant supporting documentation.

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Complaints form