Q2 2026 Highlights
Audit & Compliance Excellence
Monthly Review and Client Liaison audits conducted between April and June once again delivered excellent results, demonstrating the continued commitment of our advisers and support teams to maintaining the highest standards of compliance and client service.
Exceptional Client Care
Client Care continued to provide efficient, responsive support throughout the quarter.
Highlights include:
- Prompt resolution of client queries and complaints.
- Zero Client Care failures recorded during Q2.
- Continued monthly audit feedback to branches, supporting consistent service delivery and regulatory compliance.
These results reflect the professionalism, accountability and client-centric culture that continue to define the Client Care function.
Strengthening Our Compliance Framework
The FICA & Risk Rating Project continued to make excellent progress during the quarter, further strengthening the quality and integrity of our client records.
FICA training was successfully completed across the business, while planning continued for Spirit Invest's readiness for the anticipated implementation of the Conduct of Financial Institutions (COFI) Act. Collaboration between Client Care and CompliServe remains a key driver in ensuring the business is well positioned for future regulatory requirements.
Compliance Document Review
To further strengthen our compliance framework, renowned compliance professional, Anton Swanepoel, has been engaged to conduct a comprehensive review of Spirit Invest's client-facing documentation. His independent expertise will help ensure our documentation remains aligned with regulatory requirements, industry best practice and the evolving conduct standards expected under the forthcoming COFI framework.
Supporting Strategic Business Initiatives
During the quarter, Client Care continued to play an important role in supporting several strategic business initiatives, including:
- Progressing Medical Aid and Gap Cover license approvals and product provider agreements for Silverthorn.
- Applying for additional accreditations with the Council for Medical Schemes.
- Drafting and reviewing contracts, agreements and client documentation.
- Conducting regional branch visits to provide audit feedback, regulatory updates and practical compliance guidance.
These initiatives continue to strengthen operational capability while supporting advisers across the business.
A Commitment to Fair Client Outcomes
During Q2, Client Care concluded a comprehensive investigation into a formal client complaint. Following a detailed review of all available records and advice provided, it was determined that the complaint was not upheld, with no evidence of non-compliance or shortcomings in the advisory process.
The investigation reinforced the importance of maintaining thorough client records and demonstrated the value of robust documentation and consistent client engagement throughout the financial planning journey.
Looking Ahead – Q3 2026
As we move into the third quarter, our priorities remain focused on continuous improvement and regulatory readiness. Key focus areas include:
- Finalising the FICA & Risk Rating Project.
- Continuing Spirit Invest's COFI readiness programme.
- Implementing recommendations arising from the Anton Swanepoel document review.
- Maintaining excellent audit outcomes and exceptional client service across all regions.
In Closing
Q2 2026 reflects another quarter of strong performance for Client Care. Consistently excellent audit outcomes, zero client care failures, continued progress on strategic initiatives and a proactive approach to regulatory readiness demonstrate the division's ongoing commitment to excellence.
As we enter Q3, we remain focused on supporting our teams and advisers, strengthening governance and delivering the exceptional client experience that continues to distinguish Spirit Invest.
