Ninety One Investment

Dear Ninety-One Customer Service,

I am writing to formally raise a concern regarding the handling of our investment accounts with Ninety-One ahead of their inception date of 1 June 2025.

While the initial online application process was smooth and efficient, including the linking of our personal broker, we have already encountered multiple service issues—even before the policies have commenced. Specifically, we have experienced significant difficulty in attempting to change the debit order from one bank account to another. This should be a straightforward request, yet it appears to be beyond the capability of any consultant we have engaged with so far.

Additionally, we have five investments with Ninety-One, each under a different family member’s name. As per the official documentation submitted through our broker, I am authorised to speak and act on behalf of all five account holders. Despite this, one of your consultants informed me last Friday that I am not permitted to speak on their behalf, directly contradicting the documentation you have on file.

This is unacceptable and does not inspire confidence in the level of service and care that should accompany the management of our investments.

I am requesting that a member of management contact me directly and urgently to resolve this issue. We chose Ninety-One based on a reputation for professionalism and quality service—so far, this experience has fallen far short of that standard.

I look forward to your prompt response.

Yours sincerely,