RandCash

Complaints Procedure

We take all complaints seriously and are committed to resolving them fairly and promptly.

RandCash is committed to providing excellent customer service. However, we understand that issues may arise from time to time. This complaints procedure sets out how you can raise a complaint and how we will handle it.

1. How to File a Complaint

You can submit a complaint through any of the following channels:

  • Email: [email protected]
  • Post: Complaints Department, RandCash, Johannesburg, Gauteng, South Africa
  • Online: Through the contact form on our Contact Us page

When submitting a complaint, please include:

  • Your full name and contact details
  • Your loan account number (if applicable)
  • A clear description of the issue
  • Any supporting documents or evidence
  • The outcome you are seeking

2. Our Complaints Process

Step 1: Acknowledgement

We will acknowledge receipt of your complaint within 2 business days and provide you with a reference number for tracking purposes.

Step 2: Investigation

Your complaint will be assigned to a complaints officer who will investigate the matter thoroughly. This may involve reviewing your account, speaking to relevant staff, and examining supporting documentation.

Step 3: Resolution

We aim to resolve all complaints within 15 business days from the date of receipt. If the investigation requires more time, we will notify you of the expected timeframe and keep you updated on progress.

Step 4: Response

Once the investigation is complete, we will provide you with a written response outlining:

  • The findings of our investigation
  • The action we have taken or propose to take
  • Your right to escalate the complaint if you are not satisfied

3. Escalation Process

If you are not satisfied with the outcome of your complaint, you have the following escalation options:

Internal Escalation

You may request that your complaint be escalated to a senior manager by writing to [email protected]. The senior manager will review your complaint and provide a final response within 10 business days.

External Escalation

If you remain dissatisfied after the internal escalation process, you may lodge a complaint with the following external bodies:

National Credit Regulator (NCR)

National Consumer Commission (NCC)

Credit Ombud

Information Regulator (for POPIA-related complaints)

4. Our Commitment

We are committed to:

  • Treating all complaints with confidentiality, fairness, and respect.
  • Resolving complaints as quickly and efficiently as possible.
  • Keeping you informed throughout the complaints process.
  • Learning from complaints to improve our services.
  • Not penalising any customer for making a complaint.