STEPS TO TAKE WHEN LODGING A COMPLAINT
Always check if there are any special forms that need to complete
| PREPARE BY GATHERING EVIDENCE | This could be in the form of statements, letters, court orders, and any correspondence. Your case will be much stronger if your facts are clear and organized. |
| DRAW A TIMELINE | List everything that happened step by step according to the dates of the incidences. |
| LODGE COMPLAINT | The first complaints must always be logged at the source, (i.e. Credit Bureau, Credit provider, Bank, Shop etc.) by either phone, email, website or fax. |
| GET A REFERENCE | Always get proof that you have lodged a complaint. Take note of the full name and surname, job title, manager and department of the person who assisted you, if possible, get the email address of the individual & send written confirmation. |
| CONFIRM THE RESPONSE DEADLINE | Always ask how long it will take for the complaint to be resolved, e.g. The NCA allows the Credit Bureau 20 working days to resolve disputes. |
If they have not responded to you within the specified time or if the query has not been resolved to your satisfaction, you can escalate it to the CREDIT OMBUD or any other relevant industry dispute resolution agency or regulator.