Instant Fund

Complaints

How to raise a complaint

Something went wrong and you want it fixed. The first thing to sort out is who the complaint is actually about, because that decides where it goes and who can resolve it. Pick the one that fits below, and we will tell you exactly what to do.

Version 1.0

Last updated: 22 June 2026

Applies to: www.instantfund.co.za

Two paths
Our service, or a referred lender
5 working days
To acknowledge a complaint about our service
Free escalation
Credit Ombud, NCR and Information Regulator
Two people having a serious conversation

First, which kind of complaint is it?

Instant Fund is a referral service, not the lender. So there are two separate paths, and sending a complaint to the wrong one only slows it down.

About the Instant Fund service

The website, the referral process, how we handled your data, or how our team treated you.
Send it to us
Email [email protected]. We acknowledge within 5 working days and aim to resolve within 20 business days.
See our process →

About a referred lender

Your loan terms, interest, fees, a debit order, a payout, or how the lender is collecting.
Raise it with the lender first
By law the lender must handle this. If they do not resolve it in 20 business days, escalate free to the Credit Ombud.
See the lender path →
Contents

01Complaints about our service

If your complaint is about Instant Fund itself, the website, the referral process, how we handled your information, or the way our team dealt with you, it comes to us and we own it. Here is what happens.

1

You send it

Email [email protected] or call 0860 INSTANT. Include the details in section 03 so we can act on it straight away.

2

We acknowledge it

Within 5 working days you get a reply from a real person confirming we have it, with a reference number.

3

We investigate

We look into what happened, talk to whoever was involved, and work out how to put it right.

4

We respond

We aim to resolve and reply within 20 business days. If something genuinely needs longer, we tell you why and give you a new date.

If we get it wrongIf we cannot resolve your complaint, or you are unhappy with how we handled it, you can escalate to the free independent bodies in section 04. We will not stand in your way.

02Complaints about a referred lender

Once a lender has approved you and you have signed, your loan is with that lender, not with us. So a complaint about the loan, the interest, the fees, a debit order, or how the lender is collecting, has to go to the lender first.

That is not us passing the buck. It is the law: the lender holds the agreement and is the only one who can change it.

Every lender on our panel is registered with the National Credit Regulator and must have a complaints process. Contact them directly.

If you cannot find their details, call us on 0860 INSTANT and we will point you to the right contact for the lender you were referred to.

If the lender does not resolve your complaint within 20 business days, or you are not happy with their answer, you can take it free to the Credit Ombud.

Their service is independent and their decisions are binding on the lender.

03What to include

A complaint we can act on beats a vague one. Whether you are writing to us or to a lender, include:

  • Your full name and the ID number or reference on the application.
  • The date of the application or loan, and the lender’s name if it is about a loan.
  • What went wrong, in plain terms, with dates if you have them.
  • What you would like to happen to put it right.
  • Any screenshots, emails or documents that back up what you are saying.

The more specific you are, the faster it moves. Vague complaints take longer because we have to come back and ask.

04Where to escalate, free

If a complaint cannot be resolved with us or with the lender, these bodies handle it independently and at no cost to you. You do not need a lawyer to approach them.

Credit Ombud

For disputes with credit providers (your referred lender), credit bureaus or debt counsellors. Free, independent, and binding on the provider.

creditombud.org.za

National Credit Regulator (NCR)

The industry regulator. Use it to report a lender operating outside the rules, or to verify a credit provider’s registration.

ncr.org.za

Information Regulator (POPIA)

For complaints about how your personal information was collected, used or shared, if we or a lender did not handle it properly.

inforegulator.org.za

05Data & privacy complaints

If your complaint is specifically about your personal information, how we collected it, used it, shared it with lenders, or kept it, raise it with our Information Officer first at [email protected].

Our Privacy Policy explains your rights under POPIA in full.

If we do not resolve it to your satisfaction, you have the right to complain directly to the Information Regulator. They are listed in section 04 and their details are also in the Privacy Policy.

06Contact us

To lodge a complaint about the Instant Fund service, or if you are not sure which path your complaint belongs on and want a person to help you sort it:

  • Complaints email:[email protected]
  • Privacy complaints:[email protected]
  • Phone: 0860 INSTANT (0860 467 826), Mon–Fri 8am–6pm, Sat 9am–1pm
  • Post: Complaints, Instant Fund, Sandton City, Sandton 2196, Johannesburg, ZA

This page sits alongside our Terms of Use, Privacy Policy and Responsible Lending page.

Ready to lodge a complaint?

Email us and a real person will reply.

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