Step 1: Talk to us

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

Personal banking

Business banking

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 regarding the progress
  • We will provide you with a timeline within which we will aim to resolve the complaint

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

If you remain unhappy with the outcome of your complaint, you may contact the ombudsman as follow:

  • National Financial Ombud Scheme - complaints relating to banking services, insurance or credit matters
  • FAIS - complaint relating to unfair treatment, contravention of the Financial Advisory and Intermediary

National Financial Ombud Scheme (NFO)

The NFO is an independent body from the banks and their services are free of charge. The NFO is tasked with adjudicating matters between banks and banking customers in an impartial manner.

NFO Contact Details

NFO Call Centre:
T 0860-800-900
F 0866 76 63 20/011 483 3212

Financial Services

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 financial prejudice or damage
  • Acted willfully or negligently in rendering the financial service and has caused or is likely to cause prejudice or damage to you
  • Treated you unfairly

Financial Services Details

FAIS Ombud
T 012 762 5000
F 012 348 3772

Ombudsman for Banking Services

T 0860 80 09 00 (sharecall)/011 712 1800



National Credit Regulator

T 0860 62 76 27



Ombudsman for Long-term Insurance

T 0860 66 28 37 (sharecall)/021 657 5000/0860 10 32 36

F 021 674 0951


Fais Ombud

T 012 470 9080

F 012 348 3447


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