In adjudicating complaints, by clients of financial services against Financial Services Providers (‘FSPs’), in respect of the financial service rendered, the Office of the FAIS Ombud is required to not only do so fairly but also so quickly, informally, and economically as prescribed by the Financial Advisory and Intermediary Services Act No. 37 of 2002 (‘the FAIS Act’). The financial service rendered must however be in respect of a financial product. One of those financial products as defined by Section 1 of the FAIS Act is, a health service benefit provided by a medical scheme as defined in section 1(1) of the Medical Schemes Act, 1998. In other words, a medical aid scheme.