Delighted or disappointed

We are committed and really want to know if you are delighted or disappointed with us in any way. We value your opinion and invite you to tell us if you are unhappy or disappointed with us. We want you to talk to us, so please feel free to do so, and give us the opportunity to give you the service that you deserve.

The following information will explain in detail the various methods available to you to contact us to either raise a complaint or to provide a compliment.

Thank you for your continued support.

Our commitment
We are committed to service excellence and value your compliments and complaints. You can record your comments in the comment file in your branch or speak to a consultant. Remember, your compliments and complaints go a long way in helping us to improve our service.

How to lodge a complaint or compliment
Your first contact should be with the branch or business unit that has disappointed or delighted you. They are best equipped to resolve your complaint or to direct your compliment to the attention of the manager concerned.

You can do this:

  • In person;
  • By phone; or
  • In writing by mail, email or fax.

Please ensure that you receive a reference number to identify your complaint or compliment.

If you are not satisfied
If you are not satisfied with the response from your branch or business unit, please contact our Customer Relations Centre.

When you communicate with us, please give us:

  • Full details of your complaint;
  • The branch or business unit (for example, Home Loans or Card) involved;
  • How you think the complaint should be rectified; and
  • Your contact details.

The Customer Relations Centre will review your complaint to ensure its effective resolution is in line with our commitment to the Code of Banking Practice and relevant regulatory requirements, that is, the Financial Advisory and Intermediary Services (FAIS) Act.

Talk to us first
The Ombudsman for Banking Services and the FAIS Ombud can only help you after you have approached the Customer Relations Centre for the resolution of your complaint. If your complaint cannot be resolved we will provide you with the relevant Ombudsman's details and an application form.

When all else fails
If after following this process you believe that your complaint has not been adequately dealt with, we recommend that you contact the relevant Ombud.

We are committed to and support the
South African Code of Banking Practice and all other legislative requirements. Should you wish to obtain a copy of the Code of Banking Practice, please ask for one at your branch or obtain a copy from the Banking Council of South Africa.

Contact details

Head: Customer Relations
Customer Relations Centre
Freepost JH128

Sharecall: 0860 101 101
Fax: 011 636 8860
or contact us through our website at

The Banking Ombudsman

The Banking Ombudsman
PO Box 5728

Sharecall: 0860 800 900
Telephone: 011 838 0035
Fax: 011 838 0043

Banking Council of South Africa

PO Box 61674

Telephone: 011 645 6700

For information on the Financial Services Board, click

FAIS Ombud
PO Box 74571
Lynwood Ridge

Sharecall: 0860 324 766
Telephone: 012 470 9080 / 99
Fax: 012 348 3447

Other queries
For general queries contact our Customer Contact Centre on 0860 123 000

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