Complaints | Complaints Process
The Complaints Process Explained
There is a process that you are required to follow before lodging a complaint with our office. We can only accept a complaint if you have first lodged it with the relevant body or company. We deal with three different types of complaints, namely Credit Bureau complaints, Non-Bank Credit complaints and Debt Counselling complaints. For each type there is a slightly different procedure to follow as set out in the complaints procedure for the different types of complaints.
On receipt of your complaint we will determine if you have followed the process as explained and if so, we will then determine if we have jurisdiction based on our TERMS OF REFERENCE. We will then open a case and start our investigation. The process of evaluating and investigating your complaint may take some time depending on the complexity of the matter and the co-operation of all the parties. After we completed our investigation, we will advise you of the outcome.
