Plain-language draft
This document describes how Dreamer actually works today and is being reviewed by our legal advisers before launch. The signed version will replace it here, at this address, with its date.
1. How to complain
Email support@dreamer.moneywith what happened, when, and what you would like us to do about it. Screenshots help. A complaint is any expression of dissatisfaction with Dreamer’s service — you do not need to use the word “complaint” for this policy to apply.
2. What happens next
We acknowledge every complaint within 2 business days. A senior person — not a bot, not a script — investigates, and we aim to resolve the complaint within 10 business days. If we need longer, we tell you why and keep you updated until it is resolved.
3. Resolution
If the complaint is upheld we put it right: an apology, a correction, or compensation where we caused a proven loss. If it is not upheld, we give you clear reasons in writing — not a form letter.
4. If you are still not satisfied
You can escalate to the FAIS Ombud, who resolves disputes about financial services fairly, informally and at no cost to you: FAIS Ombud · faisombud.co.za· info@faisombud.co.za. Complaints relating to the conduct of Tigris Wealth (Pty) Ltd (FSP 53984) may also be addressed to its compliance function — details on the FAIS disclosures page.
5. Record-keeping
Every complaint and its outcome is recorded and kept for five years, and we review them to fix root causes, not just symptoms.