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If you have a complaint, we would encourage you to contact your relationship manager directly for assistance. In addition to your relationship manager, each of our business suites has a Customer Support Manager / Supervisor who can also provide assistance in resolving any complaints.

Should your relationship manager or business suite not be able to resolve your complaint, please contact our Customer Care Centre at our Head Office on (011) 634-4300

Our complaints management process:

  • We will immediately acknowledge and log your complaint in our complaints processing system. You will be provided with a reference number.
  • We will provide you with feedback on the status of your complaint(s) within 24 hours from logging and daily thereafter until satisfactorily resolved.
  • We will investigate your complaint thoroughly.
  • We will treat your complaint in a confidential manner.
  • We will provide you with written feedback once we have investigated the matter fully.

The Ombudsman for Banking Services

If we are unable to resolve a complaint in a satisfactory manner, customers have the option to approach the Ombudsman for Banking Services for further assistance. Should you wish to make use of this service, we will gladly assist you by providing all relevant details of the complaint to you.

Contact Details

The Ombudsman for Banking Services

Physical Location: 34 & 36 Fricker Road, Ground Floor, 34 Fricker Road, Illovo, Johannesburg, 2196
Postal Address: P.O. Box 87056, Houghton. 2041.

Telephone Number: +27 11 712 1800
Share call: +27 860 800 900
Fax Number: +27 11 483 3212
Website: www.obssa.co.za
E-mail: [email protected]

Financial Advice and Intermediary Services (FAIS) Ombudsman (in respect of investment and deposit related matters)

Physical Location: Sussex Office Park
Ground Floor, Block B, 473 Lynnwood Road, Pretoria, 0081
Postal Address: P.O. Box 74571
Lynwood Ridge
0040

Telephone Number: +27 12 470 9080/+27 12 762 5000
Share call: +27 860 324 766
Fax Number: +27 12 348 3447
Website: www.faisombud.co.za
E-mail: [email protected]

Credit Information Ombudsman

Postnet Suite #444
Private Bag 1
Jukskei Park
2153

Telephone Number: +27 861 662837 or +27 860 800 900
Fax Number: +27 86 678 9147
E-mail Address: [email protected]
Website: www.creditombud.org.za