Unhappy with our service? Here’s how to lodge a complaint

If you’re unhappy with any part of the service you’ve received from the YX Employee Benefit Fund, there are simple ways to raise a complaint. The process is designed to be straightforward and accessible.

How to Log a Complaint

You can choose the channel that’s easiest for you:

• Online: Use the Contact Us link at www.yxfund.co.za.
• Branch: Speak directly to the Manager Fund Administration at the branch where the issue occurred.
• In writing: Send a letter or fax to the Fund.
• Email: Send details to complaint@yxfund.co.za.
• Telephone: Call toll-free on 080 555 5555.
• WhatsApp: Message 066 555 5555.

What Information to Include

To help resolve your complaint quickly, please provide:

Your full details: name, surname, postal address, phone, fax (if relevant), and email.

A short description of the incident.

The branch name (if the issue happened at a branch).

What outcome you are expecting.

Resolution Timeframes and Escalation

• The Fund aims to resolve all complaints within 30 days.
• If they can’t resolve it in that time, they’ll update you within 5 working days of receiving your complaint to explain next steps.
• If you’re still unhappy with the outcome, you can escalate your complaint to the Pension Funds Adjudicator:

Pension Funds Adjudicator
4th Floor Riverwalk Office Park, Block A
41 Matroosberg Road, Ashlea Gardens, Extension 6
Pretoria, 0181
Tel: 012 346 1738

Need help resolving an issue?

Get in touch.