Our Commitment to Treating Clients Fairly

Care Line Group is committed to the principles of Treating Clients Fairly (TCF) as set out by the Financial Sector Conduct Authority (FSCA). As an Authorised Financial Service Provider (FSP 24230), we embed these principles into everything we do.

The 6 TCF Outcomes

Outcome 1: Culture of Fairness

Clients are confident that the fair treatment of clients is central to our corporate culture. We train our staff to prioritise client interests and regularly review our processes to ensure fairness at every stage of the client relationship.

Outcome 2: Products Designed for Client Needs

Products and services marketed and sold are designed to meet the needs of identified client groups and are targeted accordingly. We ensure that the products we recommend are appropriate for your specific circumstances.

Outcome 3: Clear Information

Clients are provided with clear information and are kept appropriately informed before, during, and after the point of sale. We use plain language and ensure you understand the products and services you are purchasing.

Outcome 4: Suitable Advice

Where clients receive advice, the advice is suitable and takes account of their circumstances. Our FAIS-registered advisors conduct thorough needs analyses before making any recommendations.

Outcome 5: Products Perform as Expected

Products perform as clients have been led to expect, and the associated service is of an acceptable standard. We regularly review our service delivery and product outcomes to ensure they meet client expectations.

Outcome 6: No Unreasonable Barriers

Clients do not face unreasonable post-sale barriers to change product, switch provider, submit a claim, or make a complaint. We make it easy for you to manage your products and raise concerns.

Our Approach

We implement TCF through ongoing staff training and development, regular monitoring and review of our processes, a transparent and accessible complaints procedure, client feedback mechanisms, and management oversight of TCF compliance.

Complaints

If you wish to submit a complaint, please contact us at info@c-line.co.za or call 0861 45 00 45. All complaints are logged, investigated, and responded to within 10 business days. If you are not satisfied with our resolution, you may escalate to the FAIS Ombud or the FSCA.