Lodge a complaint
At Sasfin, we believe that your feedback is vital to our commitment to service excellence. We understand that there may be times when you have concerns or grievances, and we want to assure you that your voice matters. Our client-centric approach means that your experience is at the heart of what we do, and we are dedicated to listening and responding to your feedback. If you have any complaints, please follow the three steps outlined below to ensure that your concerns are addressed promptly and effectively. Your satisfaction is our priority, and we are here to help resolve any issues you may have.
Step 1
You can lodge a Business Banking complaint by sending an email to Customercare@sasfin.com or by calling our Client Relationship Centre on 080 23 23 23 6. You will receive a case number and will be provided with an expected timeline to resolution.
You will receive regular feedback until your complaint is resolved.
Step 2
If you’re not satisfied with the outcome of the complaint, you can escalate your complaint to Sasfin’s Client Service representative, within seven business days, by using the below contact details:
Email Address: Customerserviceescalation@sasfin.com
Phone Number: +27 11 809 7500
Please remember to provide the reference number you received and all relevant information about your complaint.
Step 3
You need to lodge a formal complaint with the relevant ombudsman or regulator (details contained below). The ombudsman and regulators usually require complaints to be lodged within four to six months after you’ve received an outcome from us. You must contact the relevant ombudsman or regulator as soon as possible to find out what their requirements and timeframes are to lodge your complaint.
If you are still dissatisfied with the outcome of your complaint, you can refer your complaint to the relevant ombudsman or regulator by using the contact details below. This service is free.
Should you feel that Sasfin Bank has not addressed your concern appropriately, please contact the Information Regulator.
JD House, 27 Stiemens Street
Braamfontein
Johannesburg
2001
P.O. Box 31533
Braamfontein
Johannesburg
2017
Tel: 010 023 5200
Email: enquiries@inforegulator.org.za
Website: https://inforegulator.org.za/
POPIA:
Complaints regarding: Alleged interference with the protection of personal information.
Complete the prescribed POPIA complaint form and send it to POPIAComplaints@inforegulator.org.za
PAIA:
Should your PAIA request be denied for an invalid reason or there is no response from Sasfin Bank for access to records, you may use and complete the prescribed PAIA Complaint form and send it to PAIAComplaints@inforegulator.org.za
Kasteel Park Office Park,
Orange Building, 2nd Floor,
c/o Nossob & Jochemus Street,
Erasmus Kloof,
Pretoria,
0048
P.O Box 74571
Lynnwood Ridge
0040
Tel: +27 12 762 5000 /+27 12 470 9080
Fax: +27 86 764 1422 /+27 12 348 3447 /+27 12 470 9097
Email: info@faisombud.co.za
Enquiries on status of complaints: enquiries@faisombud.co.za
Website: www.faisombud.co.za
The National Consumer Commission
Berkely Office Park
8 Bauhinia Road
Technopark
Centurion
Tel: +27 12 428 7000
Website: www.thencc.gov.za
Riverwalk Office Park, Block B
41 Matroosberg Road
Corner Garsfontein and Matroosberg Road
Ashlea Gardens, Extension 6
Menlo Park
Pretoria
South Africa
0081
PO Box 35655
Menlo Park
0102
Contact centre: 0800 20 3722
Switchboard: +27 12 428 8000
Fax: +27 12 346 6941
Email: info@fsca.co.za
FSB Fraud and Ethics Hotline: 0800 20 3722
Email top offs: fsca@whistleblowing.co.za
Website: www.fsca.co.za
127 - 15th Road
Randjespark
Midrand
Tel: +27 11 554 2700
Call Centre: 0860 627 627
Email: complaints@ncr.org.za (complaints and queries)
Email: dccomplaints@ncr.org.za (Debt counselling complaints)
Website: www.ncr.org.za