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Raise a complaint

If something hasn't gone right, we want to hear about it and put it right. Here's how our complaints process works.

The process

What happens when you complain.

A complaint is information we'd rather have than not. Nothing here counts against your account.

  • You tell us

    Use the form here, email, or phone — whichever is easiest. One clear description is enough to start; we'll come back to you if we need more.

  • We acknowledge it

    You get written confirmation that it's logged, with a reference number you can quote in any follow-up.

    [ acknowledgement timeframe — to be confirmed ]

  • We investigate

    Someone who wasn't involved in the original decision reviews what happened, including the records and any calls.

  • We respond in writing

    You get our findings, what we're putting right if anything, and the reasoning — not just an outcome.

    [ resolution timeframe — to be confirmed ]

  • You can take it further

    If our answer doesn't satisfy you, an independent body can review it. Those details are below, and we include them in every written response.

Log your complaint

Please tell us your full name
If you have one — optional
Please give us a valid email address
Please tell us what went wrong

Worth including

What helps us resolve it faster

None of this is required — but each one saves us coming back to ask.

  • Your account or reference numberIt's on any email or statement from us.
  • Dates, roughlyWhen it happened, and when you first raised it if you have.
  • What outcome you wantAn explanation, a correction, a refund — tell us plainly.

If you're still not satisfied

Taking it further.

If you're unhappy with our response, or with how we've handled your complaint, you don't have to stop here. You can escalate the matter to an independent body outside CASH ZA for a further, impartial review.

The National Credit Regulator

The NCR regulates credit providers in South Africa and can take up complaints about how one has treated you.

[ NCR contact details — to be confirmed ]

The relevant ombud

An independent office that reviews complaints against credit providers free of charge, once you've been through our process.

[ Ombud details — to be confirmed ]

We include these escalation details in every written response, whether or not you ask for them. Going to an external body costs you nothing and doesn't affect your account with us.
A CASH ZA support agent at her desk, listening to a customer.

Prefer to talk

You can raise it on the phone.

If writing it out is the hard part, call us and we'll log the complaint for you — then send you the written confirmation.

Contact support