Complaints Process

Low Budget Loans aims to provide fair, respectful and helpful service. If you are unhappy with our service, a loan application process, communication, repayment matter or any other issue, you may submit a complaint for review.

How to Submit a Complaint

You can submit a complaint by contacting us through the details provided on our website.

Please include:

Your full name
Your contact number and email address
A short description of the complaint
Any relevant reference number
Copies of supporting documents, where applicable
The outcome you would like us to consider

What Happens Next

Once your complaint is received, Low Budget Loans will review the matter and may contact you for additional information.

We aim to handle complaints fairly and as quickly as possible. Where a complaint requires further investigation, we will keep you informed of the progress where reasonably possible.

Complaint Review

Your complaint may be reviewed by the relevant internal team. We will consider the information provided, applicable records, communication history and any relevant lending or service requirements.

Outcome

After reviewing your complaint, we will provide feedback where possible. The outcome may include an explanation, correction of information, further assistance, escalation, or another appropriate response based on the facts of the matter.

External Escalation

If you are not satisfied with the outcome, you may have the right to escalate the matter to an appropriate external body, depending on the nature of the complaint.

For credit-related complaints, consumers may contact the National Credit Regulator. The NCR lists its call centre number as 0860 627 627 and complaints email as complaints@ncr.org.za.

Contact Us

To submit a complaint, please use the contact details on our website or email:

Complaints Email: [Insert complaints email address]
Telephone: [Insert telephone number]

Client to confirm: complaints email, response timelines, escalation person, NCR registration, NFO/ombud route if applicable, internal complaint policy.