Customer Complaints
Talk to us
If you have a complaint, query, compliment, or would like to give feedback, contact us:
In the event of a complaint, once we have received it, we will:
Acknowledge your complaint and give you a reference number.
Contact you within 24 hours regarding the progress.
We will provide you with a timeline within which we will aim to resolve the complaint.
Escalate your complaint
Unresolved complaints can be escalated to the Customer Experience Department
We will acknowledge receipt of your complaint escalation and give you the contact details of the person investigating it.
We will make contact with you within 24 hours and keep you informed until your complaint has been resolved.
If you remain unhappy with the outcome of your complaint, you may contact the Ombudsman as follows:
Contact an ombudsman
The National Financial Ombud Scheme (NFO) is independent of the banks, and its services are free of charge. The NFO adjudicates matters between banks and their customers impartially.
NFO Johannesburg
110 Oxford Road, Houghton Estate, Johannesburg, Gauteng, 2198
NFO Cape Town
6th Floor, Claremont Central Building, 6 Vineyard Road, Claremont, Cape Town, Western Cape, 7700