The Protocol · Regulatory Compliance

Regulatory Compliance& Data Protection Protocol

Our commitment to transparency, data sovereignty, and regulatory excellence underpins every client relationship. Last updated: January 2025.

FAIS Licensed

Financial Advisory Services

POPIA Compliant

Data Protection

FSCA Regulated

Financial Sector

FICA Compliant

Financial Intelligence

Data Protection Protocol

Privacy Policy

1. Information We Collect

New Moon Financial Services collects personal information including your name, contact details, financial information, and identity documentation as required to deliver financial advisory services. This is done in compliance with the Protection of Personal Information Act (POPIA) and all applicable South African legislation.

2. How We Use Your Information

Your personal information is used exclusively to provide financial advisory services, fulfill regulatory requirements, communicate with you about your portfolio, and improve our service offerings. We do not sell, rent, or share your personal information with third parties for marketing purposes.

3. Data Security

We implement robust encryption, secure data storage protocols, and strict access controls to protect your personal and financial information. All staff handling client data are trained in data protection requirements and bound by strict confidentiality agreements.

4. Your Rights

Under POPIA, you have the right to access your personal information, request corrections, object to processing, and request deletion of your data in certain circumstances. To exercise these rights, contact our Information Officer at info@nmfs.co.za.

5. Data Retention

We retain client records for a minimum of 5 years as required by the Financial Advisory and Intermediary Services Act (FAIS) and the Financial Intelligence Centre Act (FICA). Records may be retained longer where required by law or for legitimate business purposes.

6. Cookies & Digital Tracking

Our website uses essential cookies to ensure functionality and analytics cookies (with your consent) to improve user experience. You may manage cookie preferences through your browser settings. We do not use tracking cookies for advertising purposes.

Regulatory Framework

Terms of Service

1. Service Agreement

New Moon Financial Services operates as a licensed Financial Services Provider (FSP) in terms of the Financial Advisory and Intermediary Services Act 37 of 2002 (FAIS Act). All services are subject to our mandated disclosure documents, terms of business, and applicable South African financial regulation.

2. Advisory Scope

Our financial advisors are authorized to provide advice and intermediary services in their specific license categories. Advice provided is based on information supplied by the client and is subject to the client's full and accurate disclosure of all relevant circumstances.

3. Investment Risk Disclosure

All investments carry risk. Past performance is not indicative of future results. The value of investments may decrease as well as increase. New Moon Financial Services provides professional guidance but cannot guarantee investment outcomes. Clients should ensure they understand all risks before investing.

4. Fees & Remuneration

Our fee structure is disclosed in our mandated disclosure document provided at the commencement of any advisory relationship. We operate under both fee-for-advice and commission-based models as permitted by FAIS. All remuneration is disclosed transparently.

5. Limitation of Liability

Our liability is limited to direct damages arising from proven negligence or misconduct. We are not liable for market losses, indirect damages, or consequential losses. All advice is provided in good faith based on information available at the time.

6. Governing Law

These terms are governed by the laws of the Republic of South Africa. Any disputes will be subject to the jurisdiction of the South African courts and financial regulatory bodies.

FAIS Dispute Resolution

Complaints Policy

1. Our Commitment

New Moon Financial Services is committed to providing excellent service. Should you experience any issue with our services, we take all complaints seriously and are committed to resolving them fairly, promptly, and transparently in accordance with FAIS requirements.

2. How to Lodge a Complaint

Complaints may be submitted in writing to our Complaints Officer at Admin@nmfs.co.za, or in writing to our registered office address. Please include your full name, contact details, account information, and a clear description of your complaint with relevant dates and documentation.

3. Our Resolution Process

We will acknowledge your complaint within 2 business days of receipt. A full investigation will be conducted and a written response provided within 30 days. Where complex matters require additional time, you will be notified of the extended timeline and reasons.

4. Escalation — FAIS Ombud

If you are dissatisfied with our final response, you have the right to escalate your complaint to the FAIS Ombud at no cost. Contact the FAIS Ombud: Tel: 012 762 5000 | Email: info@faisombud.co.za | Website: www.faisombud.co.za

5. Financial Services Tribunal

Certain matters may be referred to the Financial Services Tribunal (FST) for review. The FST was established under the Financial Sector Regulation Act and reviews decisions made by financial sector regulators.

6. Treating Customers Fairly

New Moon Financial Services is committed to the Treating Customers Fairly (TCF) principles as outlined by the Financial Sector Conduct Authority (FSCA). Our complaint resolution process is designed to ensure fair outcomes for all clients.

Official Documents

Regulatory & Disclosure Documents

Download our official compliance, disclosure, and policy documents. All documents are reviewed and updated in line with current FAIS and FSCA requirements.

Privacy Policy 2022

PDF

POPIA-compliant privacy policy governing the collection, use, and protection of your personal information.

Terms & Conditions

PDF

The formal terms governing our advisory and intermediary services relationship with all clients.

Complaints Resolution Policy

PDF

Our FAIS-compliant complaints handling process — how we receive, investigate, and resolve client complaints.

PAIA Manual 2022

PDF

Promotion of Access to Information Act manual detailing how to request access to records held by us.

Information Act 2022

PDF

Comprehensive information act document outlining our obligations under South African information law.

PAIA Form 02 (Reg 7)

PDF

Official Information Regulator SA Form 02 — request for access to a record of a private body.

PAIA Form 3

PDF

Official Form 3 for the Promotion of Access to Information Act — used to request records from public bodies.

For any queries regarding these documents, contact us at Admin@nmfs.co.za

Questions About Our Compliance?

Our compliance team is available to address any regulatory or data protection queries.

Contact Compliance Team