Below are the queries Support handles:
- Cash journals
- Closing accounts
- EOD file setup and amendments
- IT queries on system issues, DMA platforms & Unity
- Queries on statements
- Fee queries
- Underlying client viewing or trading access to trading/monitor
- General Treasury queries
- Full liquidation requests/partial liquidation requests
- Escalation requests
- Tax reports
- Tax queries
Processes that would need to be followed per query:
Cash journal
Please note that DMA will only accept narrations provided on the journal. Should you wish to add a narration please inform support@dma.co
How to complete the journal can be found below:
From account: 68400/12345
To Account: 68400/54321
Amount: cash amount
Currency: ZAR, EUR, USD *Note One currency transferring “from” or “to” needs to be the same.
Closing accounts
- Email to be sent to Support for the following queries:
- Account opened and client would no longer like to use it before the account has been funded.
- General queries.
- Corporate actions that need to be paid out and account closed.
EOD file setup and amendments to current setup
EOD File setup: The EOD file form would need to be completed in full and signed by an authorised signatory.
Amendments to current setup: Email support@dma.co the following details to ensure all required information is received to avoid delays:
- Structure ID & Name of structure:
- Change of SFTP details:
- Change of file format:
- Change of duration:
- Removing or adding new EOD files:
General treasury queries
- Escalations regarding a withdrawal / deposit
- How to complete withdrawal forms
- How to deposit funds
- Information regarding DMA’s banking details
Full liquidation requests / Partial withdrawal requests
Steps to be followed:
- Wrapper provider sends the instruction letter to support@dma.co
- Support contacts the Investment Manager to liquidate
- Investment Manager to confirm once done
- Support to notify treasury to withdraw the funds
Tax reports
A request can be sent to support@dma.co to generate tax reports when an Investment Manager is unable to retrieve certificates online via our platform due to system issues.
The reports can be generated on both a bulk and ad-hoc basis.
Tax queries
- Cost prices
- P/L
- Interest queries
- Dividend Withholding Tax queries
- General queries
Estate late documentation and process flow
The below documents need to be sent to Data Quality Management (DQM@dma.co).
- Copy of the Death Certificate
- Letter of Executorship/Letter of Authority
- The existing Power of Attorney is no longer valid as the client is deceased. A new Power of Attorney either in favour of the previously appointed Investment Manager, or any other approved DMA Investment Manager, can be signed by the Executor, should the Executor choose to deal with an Investment Manager.
- If the Executor does not sign a new Power of Attorney in favour of an Investment Manager, DMA is compelled to move the account away from the existing Investment Manager and place the account under DMA directly.
- Proof of ID of the Executor or Authorised Person
- Proof of residential address of the Executor or the Authorised Person not older than 3 months.\Contact details for the Executor or Authorised Person such as telephone number and email address
- Proof of banking details for the ESTATE
- For all offshore accounts, W8-BEN-E
Should the Executor nominate an Agent to act on their behalf, then additionally we will require
- Special Power of Attorney from the Executor nominating the Agent
- Proof of ID of the Agent
- Proof of residential address of the Agent not older than 3 months
- Contact details for the Agent such as telephone number and e-mail address
Please note that these requirements are just for the deceased estate. Should there be any further request such as share transfers etc. further documentation may be required which our Transfers department will assist with.