Important: InstantFund is not a lender.
We are a loan comparison and matching platform — not a credit provider. If your complaint relates to a loan decision, interest rate, repayment, or collection, you’ll need to contact the lender directly. Scroll down for guidance on escalating to the NCR and other bodies.
What we can help with
Understanding our responsibility
Before you lodge a complaint, it helps to understand what falls within InstantFund’s scope and what you’ll need to take up with a lender or a regulator directly.
Complaints we can resolve directly
InstantFund can investigate and respond to complaints about:
01
Inaccurate or misleading content on our website
If anything we’ve published is factually wrong, out of date, or could mislead you about a financial product, we want to know about it and fix it quickly.
02
Data privacy concerns (POPIA)
If you believe your personal information has been collected, used, or shared in a way that’s not consistent with what you consented to, we take that very seriously.
03
Unwanted contact from third-party providers
If you submitted a request on our platform and are now receiving unwanted calls or messages, let us know. We’ll contact the relevant provider and assist you in stopping the communication.
04
Technical issues with our platform
Forms not working, calculator errors, or anything broken on the website — report it and we’ll sort it out.
Complaints we can’t resolve — but will guide you on
Lender decisions are outside our control.
Loan approvals or rejections, interest rates, repayment schedules, debit order disputes, collection practices — these are between you and the lender. We don’t make those decisions and can’t override them. But we can point you to the right escalation channels.
Step-by-step
How our complaints process works
Our internal complaints process is straightforward and time-bound. Here’s exactly what to expect once you reach out.
1
Lodge your complaint
Email us at [email protected] or use the form below. Include your name, contact details, a clear description of the issue, and any relevant dates or reference numbers. The more detail you give us, the faster we can help.
You do this2
Acknowledgement within 24–48 hours
On business days, we’ll confirm receipt of your complaint within 24 to 48 hours. You’ll receive a reference number to track your case. If we need more information, we’ll let you know at this stage.
We do this3
Investigation and review
We’ll look into the matter — reviewing site content, data logs, or third-party communications as needed. If your complaint involves a specific lender, we’ll reach out to them on your behalf where we’re able to.
We do this4
Full response within 2–5 business days
For most complaints, we’ll give you a substantive response within five business days. Complex or third-party matters may take a bit longer — we’ll keep you informed if that’s the case.
We do this5
Resolution and follow-up
Once resolved, we’ll confirm the outcome in writing. If you’re not satisfied with our response, you have the right to escalate to the NCR or other bodies — details are in the section below.
Both of usLodge a complaint
Submit your concern
Use the form below to reach us directly. All fields marked with an asterisk (*) are required.
Complaints Form
Your complaint will be reviewed by our team and you’ll receive an acknowledgement within 24–48 business hours.
Complaint received
We’ll acknowledge your complaint by email within 24–48 business hours. Please keep your reference number for follow-up.
Prefer to email us directly?
Send your complaint to [email protected] with the subject line “Complaint — [your name]”. Include the same details listed above. Email complaints receive the same priority as form submissions.
Going further
External escalation options
If you’re not satisfied with our response, or if your complaint is beyond our scope (such as a dispute with a lender), you have the right to escalate to the relevant regulatory body. These services are free to consumers.
Primary escalation
National Credit Regulator (NCR)
Regulates all credit providers under the National Credit Act. Lodge a complaint if you believe a lender has charged unlawful fees, extended reckless credit, or violated your rights as a borrower. Complete NCR Form 29 to initiate an investigation.
Data privacy
Information Regulator SA
The official body that enforces the Protection of Personal Information Act (POPIA). If you believe your personal data has been unlawfully processed, you can lodge a POPIA complaint directly with the Information Regulator.
Consumer protection
National Consumer Commission (NCC)
Enforces the Consumer Protection Act (CPA). If a supplier has engaged in prohibited conduct — such as misleading advertising, unfair contract terms, or deceptive practices — the NCC can investigate and enforce compliance.
Tribunal
National Consumer Tribunal (NCT)
If you’ve received a Non-Referral letter from the NCR or are still dissatisfied after NCR investigation, you may refer your matter directly to the NCT. The Tribunal adjudicates disputes and can issue fines against non-compliant credit providers.
Tip: Try the lender first.
The NCR recommends contacting the credit provider or debt counsellor directly before escalating to the regulator. Most NCR-registered lenders have a formal complaints process and are required to engage with you before a matter can proceed to investigation. Keep a record of all communication.
Know your rights
What the law guarantees you
South Africa has strong consumer protections for credit borrowers. Under the National Credit Act (NCA) and the Consumer Protection Act (CPA), you have specific enforceable rights — not just goodwill from lenders.
R1
Right to a pre-agreement statement and quotation
Before you sign anything, a lender must give you a written quotation showing the total cost of credit — including initiation fees, monthly service fees, and interest. This is compulsory under section 92 of the NCA.
R2
Right to an affordability assessment
Every registered credit provider must assess whether you can afford to repay the loan before granting it. Extending credit without this check is considered “reckless lending” under the NCA, which you can report to the NCR.
R3
Right to capped interest and fees
Short-term credit interest cannot exceed 5% per month on the outstanding balance. Initiation fees and monthly service fees are also capped under the NCA. Any lender charging above these limits is in breach of the law.
R4
Right to access and correct your personal information
Under POPIA, you have the right to request a copy of any personal data held about you, to correct inaccuracies, and to request deletion where data is no longer necessary. Contact us at [email protected] to exercise this right.
R5
Right to debt review protection
If you are over-indebted, you have the right to apply for debt review through an NCR-registered debt counsellor. Once under debt review, creditors cannot take legal action or repossess assets whilst the process is ongoing.
Data protection
Your POPIA rights with us
When you interact with InstantFund, you share personal information. Here’s exactly what you can ask us to do with that data — and how to make those requests.
Access your data
Request a copy of all personal information we hold about you. We’ll respond within 30 days.
Correct inaccuracies
If any of your data is incorrect or outdated, you have the right to ask us to update it.
Request deletion
Once your data is no longer needed for its original purpose, you can ask us to delete it.
Withdraw consent
You can withdraw consent to data sharing with third-party providers at any time by contacting us.
Stop marketing contact
Request that third-party providers remove you from their marketing lists. We’ll assist where possible.
Lodge a POPIA complaint
Not satisfied with how we handled your data? Escalate directly to the Information Regulator at [email protected].
To make any of the above requests, email [email protected] with the subject line “POPIA Request — [your name]”. We’ll confirm receipt within 24 hours and resolve your request within 30 days as required by law.