At some point, you may experience a service or product that doesn’t meet your expectations. When that happens, it’s important to know that lodging a complaint is your right, and we’re here to make the process clear, supportive, and stress-free.
Step 1: Try Direct Resolution
If you’re unhappy with a service, product, or interaction, the quickest way to resolve the issue is often to address it directly with the person or company involved. Many complaints are solved at this stage with a simple conversation, saving you time and frustration.
Step 2: Contact Our Support Centre
If the issue remains unresolved, the next step is to reach out to our dedicated Support Centre. You can log a formal complaint through your secure client dashboard or email us directly.
To help us resolve your complaint efficiently, please include:
- A clear description of the issue
- Any supporting documents, emails, or screenshots
- Your client ID or reference number
Our support team is committed to treating every complaint with fairness and urgency.
Step 3: Escalate if Necessary
If you’re still not satisfied with the outcome, you have the right to escalate your complaint to the National Credit Regulator (NCR). This ensures that your concerns are addressed by an independent body. You can contact the NCR by emailing complaints@ncr.org.za.
Why Your Feedback Matters
Your voice makes a difference. Every complaint we receive helps us not only resolve your individual concern but also improve the way we serve all our clients. By speaking up, you are protecting your rights as a consumer and helping us build a service that is more transparent, reliable, and responsive for every South African.
We value your trust, and we’re here to ensure your complaints are handled with respect, care, and a genuine commitment to resolution.