Client Care Charter

Authorised Financial Services Provider – FSP No. 46313

At DWD Financial Planners, our clients are at the heart of everything we do.
All Directors, Management, Advisors and Staff proudly commit to the following Client Care Charter:

Our Clients First

  • Our clients are the core of our organisation.
  • We recognise that success for our clients results in success for DWD Financial Planners.
  • We commit to placing our clients’ needs, goals and financial wellbeing at the centre of every decision we make.
  • We commit to offering financial solutions that always reflect our clients’ best interests, life goals and long-term security.

Best Practice & Professional Advice

  • We commit to treating our clients fairly and with integrity at all times.
  • We commit to providing financial advice that is responsible, independent, unbiased and tailored to each client’s unique circumstances.
  • We commit to acting prudently and in the best interest of our clients, while aiming to deliver optimal, sustainable long-term outcomes.
  • We commit to securing the most suitable benefits and solutions from our partner product providers.
  • We commit to ensuring our financial advice meets the highest standards of industry best practice.

Compliance, Governance & Confidentiality

  • We commit to maintaining full compliance with all statutory, regulatory and governance requirements across the financial services sector.
  • We commit to the ethical management and protection of client investments under the FAIS Act and related regulations.
  • We commit to safeguarding all client information in accordance with the Protection of Personal Information Act (POPIA).
  • We commit to ensuring that all client data is treated with the utmost confidentiality, privacy and professionalism.

Service Excellence

  • We commit to responding to any client query within 24 hours of receipt.
  • We commit to maintaining high standards of efficiency, professionalism and accuracy in all client interactions.
  • We commit to providing consistent, transparent communication throughout every step of the financial planning process.

Continual Improvement & Staff Development

  • We commit to ongoing improvement across the organisation — from service delivery to operational processes.
  • We commit to continually training and developing our staff to ensure clients receive the highest level of expertise and professional guidance.
  • We commit to aligning our internal culture with our promise of trust, reliability and superior client service.

Technology & Systems Commitment

  • We commit to continuously enhancing our technology systems to deliver:

    • faster response times

    • seamless service experiences

    • secure client information handling

    • access to cutting-edge product information

  • We commit to staying up to date with digital and compliance developments to better serve our clients.

Client Satisfaction & Feedback

While we commit to the highest possible standards of client service in South Africa, we understand that feedback is essential to continuous improvement.

  • Should we receive a complaint, we commit to acknowledging and responding professionally and courteously within 24 hours.
  • We commit to taking all reasonable steps to resolve complaints promptly and fairly.
  • If you are satisfied with our service, we would be grateful to hear from you.
  • If you have suggestions for improvement, we welcome your input.
  • If we ever fall short of your expectations, we want to know immediately so we can make it right.

Client Care Line: 083 783 3369
Email: info@dwdfinancialplanners.co.za

DWD Financial Planners — Building Secure Futures with Confidence.