Complaints

Step 1: Talk to us

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

Personal banking

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

Business banking

• Email us at BusinessComplaints@capitecbank.co.za
• Call our 24hr Client Care Centre on 0113 02 04 00 / 0860 30 92 50
• Visit your nearest business centre

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

If you remain unhappy with the resolution of your matter, you are at liberty to lodge a complaint with the Ombudsman for Banking Services.

The Ombudsman for Banking is alternative dispute resolution body and its mandate / powers are outlined in its Terms of Reference which can be found on its website, https://www.obssa.co.za/. The Ombudsman is tasked with adjudicating matters between banks and banking customers in a fair, quick and impartial manner. The Ombudsman Office is an independent body from the banks and their services are free of charge.

Ombudsman Contact Details

OBS Call Centre:
T 0860-800-900
F 0866 76 63 20/011 483 3212
E info@obssa.co.za

Address:
34 - 36 Fricker Road, Ground Floor,
34 Fricker Road, Illovo, Johannesburg

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 financial 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