What action should be taken if a client complaint remains unresolved after internal processes?

• A. Escalate to the FAIS Ombud.
• B. End the relationship immediately.
• C. Offer a discount to quiet the client.
• D. Delay indefinitely.

Answer: (A)

When a client’s complaint isn’t resolved after internal processes, the next step is to escalate it to the FAIS Ombud. This body provides an independent, free dispute-resolution channel for issues with financial services and advice. It exists to ensure fair treatment and timely resolution when internal complaints handling falls short. The Ombud reviews the case, examines documentation, and can recommend or order remedies such as compensation or corrective actions from the service provider. This path upholds client rights and regulator expectations without jumping straight to court or prematurely cutting off the relationship. Ending the relationship immediately or offering discounts as a quick fix aren’t appropriate remedies and can create other regulatory or ethical concerns, and delaying the process only prolongs a lack of resolution.