Contact Us

we want to hear from you

If you’re unhappy with our service or our products have disappointed you, we would like to hear about it.

Step 1: Talk to us

If you have a complaint, query, compliment or would like to give feedback, contact us:

• Email us at ClientCareCentre@capitecbank.co.za
• Call our 24hr Client Care Centre on 0860 10 20 43
• Visit your nearest branch

In the event of a complaint, once we have received it, we will:

• Acknowledge your complaint and give you a reference number
• Contact you within 24 hours to provide you with feedback
• Try to resolve the matter and keep you informed
• Escalate your complaint further should we not be able to
  resolve it to your satisfaction

Please give us time to resolve your complaint before
escalating it.

Step 2: Escalate your complaint

Unresolved complaints will be escalated to Complaint Management.

• We will acknowledge receipt of your complaint escalation and give you the contact details of the person investigating it
• We will make contact with you within 24 hours and keep you informed until your complaint has been resolved
• Should you not be satisfied, we will provide you with the relevant ombudsman’s contact details

Step 3: Contact an ombudsman

You can contact an ombudsman to investigate your
complaint only if you have followed step 1 and step 2

Service/Products
Ombudsman for Banking Services
T 0860 80 09 00 (sharecall)/011 712 1800
F 0866 76 63 20/011 483 3212
E Info@obssa.co.za
obssa.co.za

Credit
National Credit Regulator
T 0860 62 76 27
E Info@ncr.org.za
ncr.org.za

Credit Insurance/Funeral Cover
Ombudsman for Long-term Insurance (OLTI)
T 0860 10 32 36 (sharecall)/021 657 5000
F 021 674 0951
E Info@ombud.co.za

You may submit a complaint to the OLTI’s office if you have raised a complaint with the Insurer but the insurer has not been able to resolve the complaint to your satisfaction. The Insurer’s contact details are available on your Policy Schedule you received from us.

You can approach the OLTI if you have raised a complaint
and the resolution was not to your satisfaction, relating to the
following:

• Where your claim has been declined
• If you are dissatisfied with the policy performance and
  maturity values
• Poor service
• Lapsing of your policy
• If you are dissatisfied with your surrender or paid-up values
• Partial payment of claims
• Credit Retrenchment insurance

Financial Services
FAIS Ombud
T 012 762 5000
F 012 348 3772
E Info@faisombud.co.za
faisombud.co.za

You may submit a complaint to the FAIS Ombud if the facts
that give rise to your complaint arose during the rendering
of a fi nancial service by Capitec Bank, where you are of the
opinion that the bank has:

• Contravened the provisions of the Financial Advisory and
  Intermediary Services Act (FAIS) and you have suffered
  or are likely to suffer fi nancial prejudice or damage
• Acted willfully or negligently in rendering the fi nancial
  service and has caused or is likely to cause prejudice or
  damage to you
• Treated you unfairly