Before you complain to anyone, write it down.
State what happened, when, who was involved, what outcome you expected and what remedy you want. That record is what everything afterwards runs on.
Gather advice records, emails, statements, applications, call references and proof of payment. Send the complaint through the financial firm’s formal channel and keep the acknowledgement, reference number and response deadline. Avoid editing original evidence.
If the matter is not resolved, the next route depends on the service and issue. South Africa has different ombud schemes and regulators for different financial matters. Use official sources to identify the correct body and check its jurisdiction, process and time limits. A regulator and an ombud do not perform the same role.
Try this now
Build a complaint timeline with event, date, person, evidence and response. Write the desired remedy in one sentence.
Ask the firm
- Who owns the complaint and when will I receive a written response?
- Which external scheme can consider the matter if unresolved?
- What records have been used to assess it?
This process guide is not a view on the merits of a complaint. Preserve deadlines and obtain legal help where necessary.