Contact
Phone, email and WhatsApp, support hours, and what to have ready.
Making a complaint
If something went wrong, tell us. A complaint helps us fix your problem and the process behind it. Making one never affects how we treat a future application.
How to complain to us
Talk to support first
Many problems can be sorted out quickly. Our phone, email and support hours are not yet published.
Make a formal complaint
If that doesn’t solve it, send a formal complaint to complaints address not yet published. Say clearly that it is a complaint.
Tell us what happened
Include your name, cellphone number, loan or application reference, what went wrong, the dates, and what you would like us to do.
We acknowledge and respond
We confirm we have your complaint and reply in writing within the timeframes in our complaints policy, which is not yet published.
What to expect
- Complaining is free
- You can ask for a copy of the information we used to decide on your application
- Your repayments continue while a complaint is open, unless we agree otherwise in writing
- If you are struggling to pay, say so: we will look at that alongside the complaint
This website doesn’t log complaints
Clicking an email link opens your own email app. Nothing is sent from this site, and it doesn’t create a reference number. Our team gives you a reference when they record your complaint.
A complaint about a partner’s offer?
If you applied through our partner link, your quote, agreement and decision come from the partner’s credit provider. Complain to that company first, using the complaints details in its quote or agreement; its own escalation route applies. You can still tell us if something about this website or the partner link itself was unclear.
If you are not satisfied with our answer
Where you can escalate depends on the type of complaint and on the bodies our operating company belongs to. We confirm the applicable route in our final response to you.
- Industry ombud
- The ombud scheme that applies to our operating company is not yet published
- National Credit Regulator
- The regulator accepts complaints about credit providers that don’t follow the National Credit Act. ncr.org.za
- National Consumer Tribunal
- General information: the Tribunal hears certain matters under the National Credit Act, usually after a referral. thenct.org.za
- Information Regulator
- For complaints about how your personal information was handled under POPIA. inforegulator.org.za
Related help
Payment difficulties
What to do first if a repayment is going to be hard, and where to find independent help.
Declined application
Common reasons, your right to know why, and what to do next.