Complaints Process

We take every complaint seriously and aim to resolve them quickly. This Complaints Process explains how you can submit a complaint and what you can expect from us in handling it.

How to Submit a Complaint

Submit complaints via email to [email protected]

Please include:

• Your full name and contact details
• The nature of your complaint
• Any relevant transaction or account details
• Any relevant supporting documents

What Happens Next

• Acknowledgement: We will acknowledge your complaint within 3 business days of receipt.
• Investigation: We will investigate your complaint fairly and promptly.
• Response: We aim to provide a final response within 30 business days. If this is not possible, we will explain why and provide an estimated timeframe.

Escalation

If you are not satisfied with our response, you may escalate your complaint to the Office of the Ombud for Financial Services Providers (FAIS Ombud):

Website: www.faisombud.co.za

Email: [email protected]

Phone: 012 470 9080

You may also lodge a complaint with the National Consumer Commission if your complaint relates to consumer rights under the CPA.