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 calling us at 031 270 2600.
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 +27 (11) 712 1800
The National Credit Regulator +27 (11) 554 2700
The Information Regulator +27 (10) 023 5200
Financial Sector Conduct Authority +27 (11) 428 8000
