Comments | Complaints | Compliments
Should you have any comments, complaints or compliments regarding our services or processes, please let us know. This feedback helps us to learn and improve our services.
If you have a complaint, please discuss it with the manager at your nearest branch, or contact us directly by filling in the online form below or by phone at +27 (031) 267 4430.
What Can You Expect?
- To be treated with dignity and respect
- To have your concerns and complaints treated fairly
- To receive a prompt and appropriate response to any complaints
- To have your concerns or complaints escalated where necessary
- To be thanked for raising your concern, compliment, or complaint
Should we not be able to resolve the complaint immediately, we will ensure that your details are taken so that we can revert back to you.
Within five business days, you will be provided with a resolution or the estimated time required to resolve the complaint. You will then be contacted within 10 business days with a resolution. In the unlikely event that we cannot resolve your complaint within 10 business days, you will receive a letter indicating when we expect to reach a resolution.
If you are not satisfied with the resolution/conclusion, you are invited to escalate your complaint to:
The Ombudsman for Banking Services 011 712 1800 or
The National Credit Regulator 011 554 2600 or
The Information Regulator 010 023 5200
