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Complaints

What can I do if I am not satisfied with the service received from a fiduciary practitioner?

  1. Look at our membership list to determine whether the person is a FISA Member. FISA can investigate only the behaviour of its members. In all other cases we shall attempt to put you into contact with somebody who may be able to assist you.
  2. Look at the FISA Code of Ethics and of Professional and Responsible Conduct.
  3. If, in your opinion, the FISA member did not comply with the requirements of this Code, please complete the online complaint form on this page.

Your complaint will be evaluated and will be referred to the FISA disciplinary committee if, on the face of it, the member in question appears to have breached the Code.

The disciplinary committee will investigate the matter and take a decision whether or not to institute disciplinary proceedings against the FISA member. In this process, the disciplinary committee may contact you to gather further information. Please note that the disciplinary committee will also need to ask the FISA member for his/her version of the events leading to the complaint.

Complaint form

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Complaint FAQs

Frequently asked questions and answers on the complaint process

How do I know if my complaint is eligible for FISA’s investigation?

First, check if the fiduciary practitioner in question is a FISA member, as FISA can only investigate complaints against its members. If not a FISA member, FISA will try to assist you in contacting someone who can help.

What steps should I take if I have a complaint against a FISA member?

Review the FISA Code of Ethics and Professional and Responsible Conduct to determine if there has been a breach. If so, complete the online complaint form provided on the page.

What happens after I submit a complaint to FISA?

Your complaint will be evaluated and, if it appears the member has breached the Code, it will be referred to the FISA disciplinary committee for investigation.

What is the role of the FISA disciplinary committee in handling complaints?

The disciplinary committee will investigate the matter and decide whether to institute disciplinary proceedings against the member. This may involve contacting you for further information and getting the member’s version of events.

What information do I need to provide in the complaint form?

You need to provide your name, email, phone number, and a brief overview of your complaint.

How will I be informed about the outcome of my complaint?

FISA will contact you to communicate the outcome of the complaint process, following the investigation and decision by the disciplinary committee.

What assurance do I have of a fair investigation?

FISA is committed to maintaining high ethical standards. The disciplinary committee is tasked with conducting a thorough and impartial investigation of all complaints.