How to complain about a credit provider

How do you make a complaint that gets answered?

Write down the problem and the outcome you want, in that order. Give a short description, the dates that matter, and the reference for the agreement or for an earlier enquiry. Then say what you would like put right. Ask for an acknowledgement and a case reference. Ask who is handling it, and when to expect an update. Keep anything still unresolved in writing. If the answer does not deal with your concern, say which part is still open, and ask for the written outcome and the next escalation route. Complaining does not pause a payment, a collection or a legal deadline.

What should you keep?

• Copies of the messages, statements or notices involved.
• The acknowledgement and case reference.
• The name of the person handling the matter and the date you were promised an update.
• Your reply explaining any remaining issue.
• The written outcome and the next escalation route.

Do not send original documents or banking credentials. Ask for a secure way to send anything sensitive.

Where can you escalate independently?

For credit matters, the National Credit Regulator is the industry regulator. You can also check a credit provider on its register of registrants. The National Financial Ombud Scheme South Africa settles complaints about the financial providers that take part in it, at no charge to the complainant. Ask the scheme whether your complaint falls within its jurisdiction. For personal information, or for access to records, the Information Regulator publishes the correct process and forms.

The Lendumi complaints contact

Send a complaint to compliance@lendumi.co.za or call +27 11 842 5900, Monday to Friday, 08:00–17:00 SAST, and ask for a case reference. This website has no complaint form, so reading this page does not log anything.

If a payment or deadline is close

Raise an urgent payment difficulty on its own, through the repayment-support route, and ask for any arrangement in writing. If a page on this website looks wrong, send the page address and the sentence in question. You do not need to share financial documents to report a mistake in the text.

References: National Financial Ombud Scheme South Africa · National Credit Regulator.