Extended Warranty & Service Plans
Fury offers a variety of extended warranty & service plans to our customers. These plans are designed to offer you peace-of-mind motoring on new and used vehicles for an extended period of time.
There are three products that Fury Group offers; maintenance plans, service plans and extended warranty plans.
These all offer a variety of cover based on your needs
Maintenance plans cover the
cost of the parts and labour of the serviceable items pertaining to the
vehicle’s service schedule (includes items like oil, oil filter, air filter,
spark plugs). Includes items like brakes, globes, wiper blades (limitations
apply). Excludes wear and tear items like tyres.
Service plans cover the cost of the parts and labour of the serviceable items pertaining to the vehicle’s service schedule (includes items like oil, oil filter, air filter, spark plugs). Excludes items like brakes, globes, wiper blades. Excludes wear and tear items like tyres.
A warranty covers you in case of mechanical or technical failures of your vehicle and the replacement / repair of these issues. Warranty plans are only valid if you service your vehicle at the approved intervals and only covers the parts and areas specified in the policy. Fury’s warranty plans cover vehicles up to 8 years old with less that 350000km. Our warranty products also come with Roadside Assistance.
FURY MOTOR GROUP CONFLICTS OF INTEREST MANAGEMENT POLICY
Board notice No.80 of 2003 and amended by Board Notice.58 of 2010-The General Code of Conduct for authorized Financial Service Providers and Representatives requires that when a provider renders a financial service the provider and any representative must avoid, and where this is not possible mitigate, any conflict of interest between the provider and a client or the representative and the client.
The executive management of Fury Motor Group sees itself as an expert in short term insurance and therefore a professional advice- giving company. Therefore the company’s actions must be open to scrutiny by clients, potential clients and in some cases members of the public.
Our business comprises a network of franchised commercial and passenger vehicle dealerships that retail new and used vehicles and provide after sales support representing most of the major vehicle brands in South Africa.
Consequently, there has to exist a duty of loyalty and fidelity by management and staff who have the responsibility of administering the company’s affairs honestly and prudently, and of exercising their best care,skill,and judgement for the sole benefit of clients. Those persons must exercise the utmost good faith in all transactions involved in their duties, and they must not use their positions within the company or knowledge gained there from for their personal benefit. The interests of the company and its clients must be the first priority in all decisions and actions.
For the purpose of this document, the persons concerned are those involved in the selling of vehicles and the ancillary function of credit arrangement and insurance facilitation. The term employee includes directors, managers and all permanent staff as well as contract staff who can influence the actions of others. For example, in addition to those of our staff that have direct dealings with clients and recommend products to them, this would include all who make purchasing decisions and anyone who has proprietary information concerning a client.
Areas in which conflicts may arise:
Conflicts of interest may arise in the relations of employees with any of the following third parties and any company that Fury Motor Group or its employees have an association, by shareholding or any other interest including:
- Persons and firms supplying goods and services to the company
- Persons and firms from whom the company leases property and equipment
- Competing companies;
- Agencies, organizations and associations including insurers, underwriting managers, administrators and other brokers with whom the company transacts business;
- Family members, friends, and other employees.
Conflicts of interest may also arise in the method by which we remunerate our staff, particularly if we provide incentives to our representatives for the quantity of business secured without appropriate quality assurance mechanisms in place. For this reason, we ensure that the advice and services we provide are regularly quality tested.
Nature and Conflicting Interest
A conflict of interest is defined as:
‘Any situation in which our company or a representative of our company has an actual interest that may, in rendering a financial service to a client,-
- Influence the objective performance of his, her or its obligations to that client; or
- Prevent our company or our representatives from rendering an unbiased and fair financial service to that client, or from acting in the interests of that client,
Including, but not limited to –
- A financial interest;
- An ownership interest;
- Any relationship with a third party’
In respect of employees, possible conflicts are:
- An employee owning shares or holding debt or other proprietary interests in any third party or associated company.
- Holding office, serving on the board, participating in management, or otherwise employed (or formally employed) with any third party or associated company.
- An employee receiving remuneration for services from another company.
- An employee using our company’s time,personnel,equipment,supplies,or goodwill for purposes other than approved activities,programs,and purposes.
- An employee receiving gifts for birthdays or special occasions;
- An employee receiving money,vouchers,or anything that can be converted to money for ‘selling’ specified services or products;
- An employee being invited on lunches/dinners/shows and other entertainment events;
- An employee providing leads to businesses owned by family and friends;
- An employee distributing products and /or services provided by businesses owned by family and friends;
- An employee distributing products and/or services provided by businesses owned by family or friends;
- Any activity involving clients by which family and friends can financially benefit.
- An employee receiving personal gifts or loans from any other companies or persons dealing or competing with our company.
In terms of the above, incentives and rewards include cash or cash equivalent, vouchers, gifts, service, advantage, benefit, discount, domestic or foreign travel, hospitality, accommodation, training, sponsorship, other incentive or valuable consideration except for incentives and rewards which could not be refused without discourtesy. In the case of transactions defined in the Financial Advisory and Intermediary Services Act, even if approved by management, such incentives and rewards must not exceed R1000 in any one calendar year from any one person or company.
Receipt of any gift is disallowed except gifts of a value less than R200 which could not be refused without discourtesy and do not exceed R1000 in any one calendar year. No personal gift of money is allowed.
In respect of our company as provider, possible conflicts are:
- Our company owning shares or holding debt or other proprietary interests in any third or associated company;
- Our company earning or receiving more than the regulated commission due to additional services provided;
- Arranging agency contracts with selected insurers
These areas of conflicting interest listed above and the relations in those areas which may give rise to conflict are not exhaustive. Conflicts might arise in other areas or through other relations. It is assumed that the employees will recognize such areas and relation by analogy. All identified possible conflicts of interest have been listed in the ‘conflict of interest summary’ at the end of this document.
The fact that one of the interests described above exists does not necessarily mean that a conflict exists, or that the conflict, if it exists, is material enough to be of practical importance, or if material, that upon full disclosure of all relevant facts and circumstances it is necessarily adverse to the company’s interests or interests of clients.
However, it is the policy of the company that the existence of any of the interests described above shall be disclosed before any transaction is consummated. It shall be the continuing responsibility of the employees to scrutinize their transactions and outside business interests and relationships for potential conflict and to immediately make such disclosures.
Similarly it is the responsibility of all employees to identify and report on possible conflicts of interest that may emanate from the working relationship that this company has with any of its associates or other business partners, whether there is a financial interest or otherwise.
Transactions with parties with whom a conflicting interest exists may be undertaken only if all of the following are observed:
- The conflict of interest has been identified and attempts to avoid it have not been successful;
- The conflict of interest has been mitigated as far as possible;
- The conflict of interest is fully disclosed to clients when appropriate;
- An employee with the conflict of interest is excluded from the discussion and approval of such is provided by the Managing Director;
- A competitive quotation, bid or comparable valuation exists and has been properly evaluated and where involving a client has been properly explained;
- The Managing Director has determined that the transaction is in the best interest of the company and its clients.
Disclosure of possible conflict of interest transactions should be made to the Managing Director who shall determine whether a conflicts exists and in the case of an existing conflict, whether the completed transaction may be authorized as just,fair,and reasonable.
Disclosure to clients:
We will disclose all conflicts of interest and potential conflicts of interest to our clients in at least one of the following ways:
- By declaring them verbally at the point of sale;
- By declaring them in writing as soon as practicably possible following a sale.
In selecting one or both of the above, we will take into account the type of conflict and the impact it might have on the client’s decision to purchase or decline our products/services. All allowable incentives will be disclosed at the point of sale, as will the responsibilities of each and every company in the service delivery chain.
ASSOCIATE COMPANIES AND/OR RELATIONSHIPS IN RESPECT OF THE SERVICES WE PROVIDE IN TERMS OF THE FAIS ACT
Cell Captive within Guardrisk Insurance Company – 50% owned by our company and 50% owned by Wesbank. This company provides insurance products in respect of credit protection for our motor customers. The policy types include, but are not limited to credit life and ancillary covers, credit shortfall and extended warranty insurance.
Possible conflicts arising through the use of associated companies have been identified and eliminated as far as possible. Administrators have been appointed that are totally Independent from our company and who have no financial interest in the underwriting results of the cell captives.
CONFLICT OF INTEREST DISCLOSURE STATEMENT
Every employee is requested to sign a statement of disclosure, which statement also requires employees to provide information with respect to business and/or parties that are related to them, including:
- A spouse, domestic partner,child,mother,father,brother or sister
- Any corporation or organization of which the employee is a board member, a partner, participates in management or is employed by, or is, directly or indirectly, a debt holder or the beneficial owner of any class of equity securities, and
- Any trust or other estate in which an employee has a substantial beneficial owner of any class of equity securities; and this is included in every employees service contract
TRAINING OF EMPLOYEES
As this policy links to and forms a part of every employees employment contract, we include training regarding this conflict of interest management policy in every orientation programme that we host in respect of new employees, as well as providing regular and continuous updates within our ongoing professional development programmes for existing employees.
|Possible conflicts of interest identified ||Measures for avoiding the conflict ||Mitigating the conflicts of interest ||Measures for disclosure ||Internal controls ||Consequences of non-compliance |
|Employees receiving gifts,vouchers,holidays or any other ‘handout’from suppliers ||All prohibited except gifts of less than R200 ||None necessary ||None necessary ||Ongoing declaration of honesty by employee ||Disciplinary action. |
|Employees being employed by another company ||Only allowed if not competing with our company or client. ||None necessary ||None necessary ||M.D. permission in writing ||Disciplinary action. |
|Receiving remuneration for services other than from our company ||Only allowed if not competing with our company or client. ||None necessary ||None necessary ||M.D. permission in writing ||Disciplinary action. |
|Being invited by a supplier to lunches/dinners/shows and other entertainment events; ||Allowed depending on the value of the event ||None necessary ||Disclosure to client during any discussion involving that supplier ||M.D. permission in writing ||Disciplinary action. |
|Any activity involving clients by which family and friends of an employee can financially benefit ||Prohibited unless agreed by M.D. ||Excluding the employee from discussions with clients ||Disclosure to client during any discussion involving that supplier ||Employees must provide ongoing disclosure as to which family members or friends could be involved ||Disciplinary action. |
Possible conflicts of interest identified
Employees receiving gifts,vouchers,holidays or any other ‘handout’from suppliers
Employees being employed by another company
Receiving remuneration for services other than from our company
Being invited by a supplier to lunches/dinners/shows and other entertainment events;
Any activity involving clients by which family and friends of an employee can financially benefit
Measures for avoiding the conflict
All prohibited except gifts of less than R200
Only allowed if not competing with our company or client.
Only allowed if not competing with our company or client.
Allowed depending on the value of the event
Prohibited unless agreed by M.D.
Mitigating the conflicts of interest
Excluding the employee from discussions with clients
Measures for disclosure
Disclosure to client during any discussion involving that supplier
Disclosure to client during any discussion involving that supplier
Ongoing declaration of honesty by employee
M.D. permission in writing
M.D. permission in writing
M.D. permission in writing
Employees must provide ongoing disclosure as to which family members or friends could be involved
Consequences of non-compliance
ADOPTION BY BOARD OF DIRECTORS
This policy was adopted by the executive having been provided to do so by the Board of Directors.
Summit Auto Holdings South Africa PTY Ltd T/A The Fury Motor Group Complaints Policy and Procedures
Purpose of this document
Summit Auto Holdings South Africa PTY Ltd T/A The Fury Motor Group is a licensed Financial Services Provider with the authority to provide financial advice and intermediary services in terms of the Financial Advisory and Intermediary Services act,37 of 2002.(FAIS).One of our obligations according to this act, is to implement a formal complaints resolution policy and procedure.
Definition of a complaint
A compliant can be defined as an event where you are of the opinion that we or any of our representatives provided the client with financial advice or any other intermediary services and the client feels:
- That we or our representatives did not comply with FAIS
- That he/she suffered financial prejudice or damage as a result
- That we intentionally or negligently gave financial advice or rendered an intermediary service to the client which caused prejudice or damage or is likely to cause damage; and
- That we treated the client unfairly
- Our complaints policy and procedures will be made available to our clients at their request.
- We will attend to, and resolve any complaint timeously and fairly.
- All relevant staff will be trained with regard to the resolution of complaints in accordance with the relevant provisions of FAIS.
- Record of all complaints will be kept for a minimum period of 5 years.
- In the event of us not being able to resolve the complaint or if the client is not satisfied with our reponse,we will advise the client that the compliant may be persued,within a six (6) month period, with the FAIS Ombud and we will supply appropriate contact details.
Obligations of our Representatives
- Representatives must adhere to the requirements of FAIS at all times; and
- Representatives must ensure that all complaints received are forwarded to the Group Risk and Credit manager.
Procedure when submitting a complaint
Complaint has to be in writing
In order for a complaint to receive the attention it deserves, we request that your complaint is submitted to us in writing. Please ensure, that where the complaint is, delivered, by hand or by any other means, that you retain proof of delivery.
All complaints need to be addressed to:
Complaint has to be relevant
The Financial Services environment is complex. We will endeavor to address all reasonable requests from our clients, but may also refer you to a more appropriate facility. Where the complaint pertains to any aspect of our service, or any disclosures that ought to be, made by us, we will endeavor to address those complaints in writing, within seven working days.
In instances where the complaint pertains to something not within our control, such as product information or investment performance we will forward the complaint to the product provider concerned.
Conditions applicable to Ombudsman complaints
- If the complainant already instituted action in a court of law relating to a matter forming the subject of the complaint submitted to the Ombudsman, the Ombudsman will not consider the complaint.
- We must have been given the opportunity to resolve the complaint first before the complaint is taken to the Ombudsman.
Determination by the Ombudsman and its legal status
- If the complaint was not resolved through conciliated settlement, the Ombudsman will make a determination which has the same legal status a civil court judgement.
- An award of costs may be made against the person complained against.
- An award of costs may be against a complainant if the conduct of the complainant was improper or unreasonable, or if the complainant caused an unreasonable delay in the finalization of the investigation.
The following is a step - by - step guideline of how a complaint will be, dealt with once received by us:
- The complaint will be lodged in our central complaint register on the same day that it is made and confirmation of receipt forwarded to you.
- The complaint is immediately, brought to the attention of the Group Risk and Credit Manager for allocation to a trained and skilled person who specializes in that type of complaint. We will endeavor to acknowledge receipt within 7 working days and possibly ask for additional information.
- The complaint will be investigated, and we will revert to you with our findings within Three weeks.
- In the event that the outcome is not favorable to you,we will supply you,in writing,with the reasons.
- The compliant may be referred to our compliance officer for additional advice.
- If, after having referred the complaint to the Group Risk and Credit Manager, you are still not satisfied with the outcome, we will regard the complaint as being unsatisfactorily resolved. In such a case, you may approach the office of the OMBUD for Financial Services Providers or take such other steps as may be advised by your legal representatives. The referral to the office of the OMBUD; must be done in accordance with the Provisions of Section 21 of the FAIS Act and the rules promulgated in terms of that section.
- In instances where we have not been able to arrive at a solution within six weeks after you have lodged your complaint, the matter may, automatically be referred to the OMBUD.
- You must, if you wish to refer the matter to the OMBUD, do so within a period of six months. The OMBUD will not adjudicate in matters exceeding a value of R800 000.
- The OMBUD - Ms. Noluntu Bam, may be contacted at her offices in Pretoria, at the following address:
SUMMIT AUTO HOLDINGS SOUTH AFRICA PTY LTD FSP 24312 T/A THE FURY MOTOR GROUP
The Fury Motor Group Are committed To Treating Our Customers Fairly
The Fury Motor Group FSP 24312 is an Authorised Financial Services Provider, we are committed to offering exceptional customer satisfaction. We acknowledge that both our company and are our customers have everything to gain, if we, lookafter your best interests and treat you fairly, in every aspect of our dealings with you.
We are proud to support the Financial Services Board with the initiative, ‘Treating Customers Fairly’ to ensure that we consistently deliver fair outcomes to our customers based on a culture of honesty and transparency.
Our mission is to ensure that we continually deliver on our promises in terms of compliance with the TCF Policy principals and procedures as they form part of our daily objectives when rendering services within our scope of products to customers.
The Legislated TCF Policy consists of six fairness outcomes:
Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate philosophy
Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly
Consumers are provided with clear information and kept appropriately informed before, during and after the point of sale
Where consumers receive advice, the advice is suitable and takes account of their circumstances
Consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect
Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint
The Fury Motor Group have a TCF Policy strategy in place to maintain the above six fairness outcomes.
With this in mind we would like to inform our customers of a few examples of our procedures that we have in place:
✔ The Fury Motor Group conducts its business operations in line with the FAIS (Financial Advisory and Intermediary Services Act) and other subordinate legislation expectations, therefore, we are proud of our company’s ethos which is centred upon integrity and professionalism, therefore, The Fury Motor Group will not induce, mislead or misrepresent the customer in any way regarding our marketing, products or services.
✔ The Fury Motor Group have an internal procedure manual in place which has been endorsed to ensure that all TCF methods and procedures are achieved, to ensure that the customer receives fair treatment.
✔ The Fury Motor Group will render suitable and proper advice to ensure that customers are provided with adequate information about their financial product as this would assist the customer to make an informed decision.
✔ The Fury Motor Group have a hands-on approach when dealing with customers’ requests whether it is making a change, receiving a claim, handling a complaint or any other business-related matter.
✔ Our internal processes are streamlined effectively to handle any matter in a fair, prompt and competent manner, this approach will not leave our customers feeling frustrated by unreasonable post-sale barriers.
✔ In order to k iate advice and intermediary services The Fury Motor Group will ensure that continual training is accomplished within the areas of advice, intermediary services, suppliers and products..
✔ At any stage where there is a supplier, product or policy change The Fury Motor Group will notify the customer accordingly and within 15 days of the said change.
✔ The Fury Motor Group is fit and proper, the majority of representatives have obtained a diploma, degree or certificate appropriate to the Financial Services. Those that do not have a required qualification are working consistently to achieve the desired outcome.
✔ Our staff will receive annual training on the TCF Policy and TCF expectations. Staff performances are continually measured and evaluated against TCF’s objectives. Our staff are committed to high standards of service therefore their employment contracts include such agreements regarding TCF, FAIS and other subordinate legislation.
✔ The Fury Motor Group welcomes staff feedback on services and procedures.
✔ The Fury Motor Group is proud to deal with authorised reputable insurer/s. The Fury Motor Group has detailed mandates in place with each and every supplier to secure understandings and responsibilities within an authorised agreement.
✔ The Fury Motor Group’s Conflict of Interest Policy has been adopted and maintained by ourselves which complies with the procedures prescribed in the Company Act of 61 of 1973. Our staff are not remunerated or incentivised in way which would encourage them to deal with customers in an unfair or biased manner.
✔ Our Complaints Policy is clear, understandable and readily available in the interest of the client. The approach is fair, consistent and in line with compliancy in terms of the FAIS Act. The Fury Motor Group recognises any need for enhancement therefore we have set in place a measurement process to scrutinise all complaints to identify any areas of concern:
We investigate the crux of the complaints to obtain feedback from customers who have experienced our level of service and claims process.
We measure the duration of the time taken to resolve a complaint, the outcome and the overall communication with the customer with the intention of ensuring that we are treating our customers fairly.
Our measurement process allows us to identify areas that have affected other customers therefore we have the knowledge to improve our service standards in line with customers’ satisfaction.
✔ In terms of treating customers fairly The Fury Motor Group will always investigate before contracting with a third party by considering their TCF policy procedures and management information to establish that our customers will in fact receive fair treatment.
✔ The Fury Motor Group will always encourage communication with our product suppliers to ensure we understand their products and services.
✔ The Fury Motor Group openly welcomes any feedback from customers on our products and services rendered.
✔ The Fury Motor Group will review our TCF Policy on an ad hoc basis but at least annually.
In achieving the above examples of fairness outcomes The Fury Motor Group will be able to disclose to customers that through our procedures and monitoring processes we are in fact continually treating customers fairly and consistently.
In terms of the TCF Policy, The Fury Motor Group is guided by the policies and procedures of the Insurer/s that it services.These policies include the following TCF outcomes in terms of procedures and expectations:
Product and Service Design
Products and services, as well as distribution strategies, are designed and developed for specific target markets established on a clear understanding of the expected needs and financial capability of each customer group. Furthermore, products and services are continually monitored to assess the ongoing suitability for the customer.
Promotion and Marketing
Products are marketed to specific target groups through clear and fair communications that are not misleading and are appropriate to the target group.
Where advice is provided advisors are fully equipped to provide advice that is suitable to the needs of the customer concerned following the objectives of TCF and avoiding conflicts of interest.
To provide clear and fair information to enable customers to make informed decisions about transacting with products and services. It is important that product risks, commitments, limitations and charges are transparent.
Information After Point-of- Sale
To provide customers with ongoing relevant information to enable them to monitor whether the product or service continues to meet their needs and expectations and provide acceptable levels of service for post-sale transactions or enquires.
In conclusion to our commitment to our customers
Profusion as a regulated entity will honour our TCF Policy, the FAIS General Code of Conduct and any other subordinate legislation in all dealings with our customers, within the framework of our authorisation and we hereby declare that we will:
Act honestly, fairly and professionally in the best interests of its customers and the integrity of the market.
Act with due skill, care and diligence in the best interest of its customers.
Does not recklessly, negligently or deliberately mislead a customer as to the real or perceived advantages or disadvantages of any product or service.
Has and employs effectively the resources and procedures, systems and control checks that are necessary for compliance with this Code.
Seeks from its customers information relevant to the product or service requested.
Makes full disclosure of all relevant material information, including all charges, in a way that seeks to inform the customer.
Seeks to avoid conflicts of interest.
Corrects errors and handles complaints speedily, efficiently and fairly.
Does not exert undue pressure and undue influence on a customer.
Ensures that any outsourced activity complies with the requirements of this Code.
Without prejudice to the pursuit of its legitimate commercial aims, does not, through its policies, procedures, or working practices, prevent access to basic financial services; and
Complies with the letter and the spirit of this CODE.