Complaints Process

1. Our Commitment

Low Budget Loans CC aims to provide fair, respectful, transparent, and helpful service.

If you are unhappy with our service, a loan application process, communication, repayment matter, payroll-linked lending process, privacy matter, or any other issue relating to your interaction with Low Budget Loans CC, you may submit a complaint for review.

We take complaints seriously and aim to resolve them fairly, efficiently, and in accordance with applicable South African law.

There is no charge for submitting a complaint.

2. Company Details

Registered company name: Low Budget Loans CC
Registration number: 2010/153052/23
Physical address: Lombardy Business Park, 1 Cole Street, Block 2, Suite 24, Shere AH
Telephone: 011 929 3460
Email: admin@lowbudgetgroup.co.za

Complaint escalation contact: Clinton Kuypers
Email: clinton@lowbudgetgroup.co.za
Contact number: 011 949 3460

3. What You Can Complain About

You may submit a complaint about, among other things:

  • service received from Low Budget Loans CC;
  • the handling of a loan enquiry or application;
  • communication delays or unclear communication;
  • affordability, verification, or repayment-related concerns;
  • payroll-linked repayment matters;
  • information you believe is incorrect;
  • documents or records relating to your application;
  • privacy or personal information concerns;
  • conduct that you believe was unfair, misleading, or inappropriate;
  • any other matter relating to your interaction with Low Budget Loans CC.

4. How to Submit a Complaint

You can submit a complaint by contacting us through the details provided on this website, or by using the contact details listed above.

To help us review your complaint properly, please include as much of the following information as possible:

  • your full name;
  • your contact number;
  • your email address;
  • your ID number or reference number, where applicable;
  • a short description of the complaint;
  • the date or approximate date of the issue;
  • the name of the person you dealt with, if known;
  • copies of supporting documents or correspondence, where applicable;
  • the outcome you would like us to consider.

Please do not send unnecessary sensitive personal information unless it is relevant to your complaint.

5. Acknowledgement of Receipt

Once your complaint has been received, Low Budget Loans CC will acknowledge receipt and allocate the matter for investigation.

We aim to acknowledge receipt of your complaint within 2 business days.

If your complaint is incomplete or we require more information, we may contact you to request additional details or supporting documents.

6. Complaint Review and Investigation

Complaints are reviewed by an authorised representative or manager who was not directly involved in the matter, where reasonably practicable.

During the review, we may consider:

  • the information provided in your complaint;
  • application or enquiry records;
  • communication history;
  • affordability or verification records where relevant;
  • repayment or payroll-linked information where applicable;
  • documents submitted by you;
  • internal policies and procedures;
  • applicable legal, regulatory, and responsible lending requirements.

We may contact you during the investigation if further information is needed.

7. Response Timeframes

Low Budget Loans CC aims to handle complaints as quickly and fairly as possible.

Our general complaint response timeframes are:

  • Acknowledgement: within 2 business days after receiving your complaint.
  • Final response: within 15 business days, where reasonably possible.
  • Extended investigation: if additional time is required, we will keep you informed and provide an update where reasonably possible.

Some complaints may take longer to resolve if they require additional documentation, third-party verification, payroll confirmation, technical investigation, or legal/compliance review.

8. Complaint Outcome

After reviewing your complaint, we will provide feedback where possible.

The outcome may include:

  • an explanation of the matter;
  • correction of information;
  • further assistance;
  • an apology, where appropriate;
  • escalation to a manager or responsible person;
  • confirmation that no error was found;
  • a practical resolution based on the facts of the matter;
  • guidance on external escalation options where applicable.

The outcome will depend on the nature of the complaint, the available evidence, applicable records, and any legal or contractual requirements.

9. Privacy and Personal Information Complaints

If your complaint relates to personal information, privacy, documents, consent, direct marketing, or the handling of your information, Low Budget Loans CC will review the matter in line with its Privacy Policy and applicable data protection law.

Low Budget Loans CC may process personal information for complaint handling and related purposes where:

  • you have given consent;
  • processing is necessary to perform or take steps relating to a contract;
  • processing is required to comply with a legal obligation;
  • processing protects a legitimate interest of the complainant;
  • processing is necessary for Low Budget Loans CC’s legitimate business interests, where permitted by law.

POPIA section 11 allows personal information to be processed on grounds that include consent, performance of a contract, compliance with a legal obligation, and protection of a legitimate interest, among others.

Personal information submitted during a complaint will only be used for purposes such as reviewing the complaint, communicating with you, verifying information, keeping records, meeting legal obligations, and improving our service.

10. Your Responsibilities When Submitting a Complaint

When submitting a complaint, you are responsible for providing information that is true, accurate, complete, and not misleading.

Providing incorrect, incomplete, or outdated information may delay the complaint process or affect our ability to investigate the matter properly.

You should also inform us if your contact details change while your complaint is being reviewed.

11. Escalation Within Low Budget Loans CC

If you are not satisfied with the initial response, you may request that the matter be escalated internally.

Internal escalation may be directed to:

Clinton Kuypers
Email: clinton@lowbudgetgroup.co.za
Contact number: 011 949 3460

When requesting escalation, please explain why you are not satisfied with the response and provide any additional information that you would like us to consider.

12. External Escalation

If you are not satisfied with the outcome of your complaint, 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, which lists its call centre as 0860 627 627 and complaints email as complaints@ncr.org.za.

Consumers may also be able to approach the National Financial Ombud Scheme, depending on the nature of the complaint and whether the matter falls within its jurisdiction. The NFO’s Credit Division resolves complaints against credit providers brought by consumers, including participating non-bank credit providers.

The NFO states that consumers should provide details such as the provider’s name, account or policy number, contact details, a factual summary of the complaint, and relevant supporting documents.

13. Important Notice

This Complaints Process explains how Low Budget Loans CC handles complaints submitted through the website or through the contact details provided.

It does not replace any rights or remedies that may be available under South African law, any applicable credit agreement, loan agreement, employer agreement, privacy policy, or other written agreement.

14. Contact Us

To submit a complaint, please contact:

Low Budget Loans CC
Registration number: 2010/153052/23
Physical address: Lombardy Business Park, 1 Cole Street, Block 2, Suite 24, Shere AH
Telephone: 011 929 3460
Email: admin@lowbudgetgroup.co.za

For escalation:

Clinton Kuypers
Email: clinton@lowbudgetgroup.co.za
Contact number: 011 949 3460

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