Formal Demand for Resolution of Unresolved Complaint – Urgent Escalation Required

On 12 August 2025, I lodged a formal complaint with GEMS. In terms of your stated complaints policy, this matter was to be resolved within seven (7) business days. As of today, no resolution or feedback has been provided.

This constitutes a clear failure to comply with your own complaint-handling obligations and has resulted in undue financial prejudice and emotional distress. Such non-compliance is unacceptable and cannot be condoned.

Accordingly, I hereby formally demand that:

This matter be escalated to senior management immediately; and

A full and satisfactory resolution be provided to me no later than close of business on 26 August 2025.

Take notice: Should you fail to resolve this matter within the stipulated timeframe, I will have no alternative but to pursue further action, which may include:

Lodging a formal complaint with the Council for Medical Schemes;

Seeking legal recourse; and

Reporting this matter to the relevant regulatory authorities for investigation and enforcement.

This letter is sent without prejudice to my rights, all of which are expressly reserved.