Capitec Bank Contact Details

Step 1: Talk to us

If you have a complaint, query, compliment or would like to give feedback, contact us:

Email us at [email protected]
Call our 24hr Client Care Centre on 0860 10 20 43
Visit your nearest branch

In the event of a complaint, once we have received it, we will:

Acknowledge your complaint and give you a reference number
Contact you within 24 hours to provide you with feedback
Try to resolve the matter and keep you informed
Escalate your complaint further should we not be able to
resolve it to your satisfaction

Please give us time to resolve your complaint before
escalating it.

Step 2: Escalate your complaint

Unresolved complaints will be escalated to Complaint Management.

We will acknowledge receipt of your complaint escalation and give you the contact details of the person investigating it
We will make contact with you within 24 hours and keep you informed until your complaint has been resolved
Should you not be satisfied, we will provide you with the relevant ombudsman’s contact details

Step 3: Contact an ombudsman

You can contact an ombudsman to investigate your
complaint only if you have followed step 1 and step 2

Service/Products
Ombudsman for Banking Services
T 0860 80 09 00 (sharecall)/011 712 1800
F 0866 76 63 20/011 483 3212
E [email protected]
obssa.co.za

Credit
National Credit Regulator
T 0860 62 76 27
E [email protected]
ncr.org.za

Credit Insurance/Funeral Cover
Ombudsman for Long-term Insurance (OLTI)
T 0860 10 32 36 (sharecall)/021 657 5000
F 021 674 0951
E [email protected]

You may submit a complaint to the OLTI’s office if you have raised a complaint with the Insurer but the insurer has not been able to resolve the complaint to your satisfaction. The Insurer’s contact details are available on your Policy Schedule you received from us.

You can approach the OLTI if you have raised a complaint
and the resolution was not to your satisfaction, relating to the
following:

Where your claim has been declined
If you are dissatisfied with the policy performance and
maturity values
Poor service
Lapsing of your policy
If you are dissatisfied with your surrender or paid-up values
Partial payment of claims
Credit Retrenchment insurance

Financial Services
FAIS Ombud
T 012 762 5000
F 012 348 3772
E [email protected]
faisombud.co.za

You may submit a complaint to the FAIS Ombud if the facts that give rise to your complaint arose during the rendering of a financial service by Capitec Bank, where you are of the opinion that the bank has:

Contravened the provisions of the Financial Advisory and Intermediary Services Act (FAIS) and you have suffered or are likely to suffer fi nancial prejudice or damage
Acted willfully or negligently in rendering the fi nancial service and has caused or is likely to cause prejudice or damage to you Treated you unfairly