Complaints procedure

We want to fix problems quickly. Complaining never counts against you.

1. Tell us first

• Email: [email protected]
• WhatsApp: 072 087 4776. We reply on weekdays, 08:00 to 17:00.

Tell us your name, what happened and what you would like us to do. Send photos or documents if you have them. You can complain in your own language and we will find someone to help where we can.

2. What we do

• We confirm that we got your complaint, and give you a reference number, within 2 business days.
• We look at the records, photos and tracker data, and give you our answer in writing, with reasons, within 10 business days.
• If you are not happy, ask for a director to review it. You get an answer within a further 10 business days.

While we look at a complaint about a charge, we do not take that amount from your bank account or take any legal step about it. Your normal weekly payments carry on.

3. If we don't sort it out

You may go to these bodies, free of charge, at any time. They usually ask whether you tried us first.

• National Credit Regulator, if you think we broke the National Credit Act: ncr.org.za
• National Financial Ombud Scheme (which took over from the Credit Ombud), for disputes with a credit provider about a credit agreement: nfosa.co.za
• National Consumer Commission and the Consumer Goods and Services Ombud, for goods and services: thencc.org.za, cgso.org.za
• Information Regulator, for how we use your personal information: inforegulator.org.za
• A debt counsellor, if you are struggling to pay all your debts. The National Credit Regulator keeps the list of registered debt counsellors.

4. Going to court

You always keep your right to go to court. Nothing in this procedure takes that away.