Providence is committed to listening to our customers and dedicated to treating them fairly, we realise that sometimes, things don’t always go as smoothly as we want them to, and if this happens, we would like you to give us the opportunity to put things right as soon as possible.

I have a complaint; what details do I need to submit?

The more details that You can give us, the more chance we will have at resolving Your complaint in a timely fashion. We will need Your name, address, contact details, and an outline of the issue, if You are an existing customer, please try and provide us with Your Policy number too. If You have any supporting documentation, or any information that You think will assist us in our investigation, please submit copies (or clear photos) with Your complaint.

What details should I avoid sending?

Providence is dedicated to protecting Your information held with us, we also recognise that some electronic means of communication can be intercepted without knowledge, so we ask that You be mindful of where You send the data from, and refrain from including information that can put You or Your Investments at risk – do not send us Your password, we will never need it, or ask for it.

OK I have everything, who do I send it to?

Email our dedicated Complaints Coordinator, on complaints@providence.life

If you prefer to use a postal service, our address is:

Providence Life Limited, PCC,
Level 4, Mindspace SBI Tower,
Cybercity,
Ebene,
Republic of Mauritius
Telephone: +230 466 70 70

What can I expect?

We will respond to You and acknowledge that we have received Your complaint within three (3) working days. If we need further information, we will contact You, and we will do everything we can to resolve Your complaint within thirty (30) working days.

What if I’m not happy with the outcome from Providence?

Should You feel that Your complaint has not been addressed correctly, or You have not received a Final Response Letter within thirty (30) working days, the next step would be to raise it with the Office of Ombudsperson for Financial Services. Their process requires that You submit the complaint on a complaints form, which can be accessed from the FSC website: https://www.fscmauritius.org/en/consumer-protection/complaints-handling/complaints-form

Contact Details of the Office of Ombudsperson for Financial Services

The Ombudsperson for Financial Services can be contacted on the details below:

Telephone: (+230) 460 0473/4
Email: ombudspersonfs@ofsmauritius.org
Mail: Office of the Ombudsman for Financial
Services, 8th Floor, SICOM Tower,
Wall Street, Ebene,
Republic of Mauritius

What can I expect from the Ombudsperson for Financial Services?

The Ombudsperson for Financial Services will review Your complaint in conjunction with our final letter and conduct an independent review. They will then contact both You and Providence and make us both aware of their findings. We are unable to provide a time frame for any Ombudsperson for Financial Services investigation.