How to complain about a lender
There is a defined path for a South African credit complaint, and each step is free. Skipping straight to the regulator usually sends you back to step one, so it is worth following in order — and keeping written records at every stage.
What you need to know
Start with the lender, in writing, and keep the reference number. Set out what happened, what you want, and by when. Most credit providers publish a complaints procedure with a response timeframe.
If that fails, the Credit Ombud handles disputes with non-bank credit providers at no cost. For a complaint about a bank, the relevant banking ombudsman scheme applies instead.
The National Credit Regulator handles regulatory matters rather than individual disputes: an unregistered provider, reckless lending, refusal to give a pre-agreement quote, or unlawful charges. Report those directly.
Keep everything: the quote, the agreement, statements, and every message. A complaint with documentation is resolved; one without usually is not.
If something goes wrong
- Complain to the lender firstPut it in writing and keep the reference number. Most credit providers must give you a decision within a set number of business days under their own complaints policy.
- Escalate to the Credit OmbudIf the lender does not resolve it, the Credit Ombud handles disputes with non-bank credit providers at no cost to you.
- Report it to the National Credit RegulatorThe NCR is the regulator. Report reckless lending, an unregistered provider, or a lender that will not give you a pre-agreement quote.
Related
Sources and last checked
- National Credit Regulator — register of credit providers — Regulator, as at 10 August 2026.
- National Credit Act 34 of 2005 and its regulations — Government, as at 10 August 2026.
Page last checked 10 August 2026. Statutory caps and lender terms change — confirm anything you intend to rely on with the provider or the National Credit Regulator. Found something wrong? Tell us and we will correct it.