When a lender will not listen, you do not have to pay a lawyer to be heard. The Credit Ombud exists for exactly that situation.
Here is who it helps, how to use it and what to expect.
What is the Credit Ombud?
It is an independent dispute resolution service that handles complaints about credit under the National Credit Act. It does not lend money, and it does not charge you.
Its job is to look at both sides and help reach a fair outcome. You can visit the Credit Ombud website to lodge a complaint.
What kinds of complaints does the Credit Ombud handle?
| Type | Examples |
|---|---|
| Credit providers | Wrong statements, unfair charges, a loan you did not take |
| Credit bureaus | Incorrect listings, or a failure to correct records |
| Debt counsellors | Poor service, or fees you think are wrong |
It does not handle every dispute. If your issue is about something else, such as a banking charge, a different ombud may apply. Ask the Ombud’s office or check its website.
What should you do before lodging a complaint?
- Complain to the business first, in writing. Give the details and say what you want.
- Allow a reasonable time for a response.
- Keep records of everything you send and receive.
If you are not satisfied, or the business does not reply, you can go to the Ombud.
What should you prepare?
- Your ID and contact details.
- The agreement, statements and correspondence.
- A short, clear description of what went wrong and when.
- What outcome you want, such as a correction or a refund.
A clear timeline of dates helps the Ombud more than a long story. Number your documents.
What are the 5 steps of a Credit Ombud complaint?
- You lodge the complaint, usually online or by email.
- The Ombud assesses it to see whether it can help.
- It contacts the business and asks for its response.
- It tries to resolve the dispute, often by agreement.
- If needed, it makes a ruling based on the facts and the law.
Timelines vary with the complexity of the case.
What outcomes are possible?
- A correction to your credit record.
- A reversal of wrongful fees.
- A settlement or payment plan.
- A finding that you are not liable for a debt.
Not every complaint succeeds. The Ombud decides on the evidence. For wider rights, see your rights under the National Credit Act.
What if the Ombud cannot help?
You may still go to the National Credit Regulator, a consumer court or the courts. Debt counsellors can help if your complaint is part of a bigger debt problem. See debt review.
What does a good complaint to the Credit Ombud look like?
A short, organised complaint is easier to resolve. Use this structure, and keep it to one page:
- Who you are, your ID number and contact details.
- Who the complaint is about, with the account number.
- What happened, in three or four sentences, with dates.
- What you already did, such as the date you wrote to the business and what it replied.
- What you want, for example a correction, a refund of R___ or a settlement letter.
- Documents attached, numbered, with a short note on each.
Here is a hypothetical example in the body of the message:
“On 12 March a fee of R1,200 was charged to my loan account 4471 that is not in my agreement (page 3 attached). I wrote to the lender on 14 March and received no reply (attached). I ask that the fee is reversed and my statement corrected.”
That is clear, dated and specific. The Ombud can act on it straight away.
What might a case look like from start to finish?
Here is a hypothetical timeline for a wrong fee, to show the pace and the steps. Real cases vary.
| When | What happens |
|---|---|
| Week 1 | Zodwa finds a R1,200 fee on her statement and writes to the lender |
| Week 3 | The lender has not replied, so she lodges a complaint with the Ombud |
| Week 4 | The Ombud confirms it can handle the case and contacts the lender |
| Weeks 5 to 8 | The lender responds, and the Ombud asks both sides for documents |
| Week 9 | A settlement is agreed, and the fee is reversed |
Keep every message and note the reference number the Ombud gives you. If the Ombud asks for more information, reply quickly. A slow answer from you slows everything.
Which ombud handles which problem?
The Credit Ombud is specialised. If your complaint is about something else, another body may be the right one.
| Problem | Where to go |
|---|---|
| A loan, store account or credit agreement | Credit Ombud |
| A credit bureau listing | Credit Ombud |
| A bank card, account or banking charge | National Financial Ombud |
| An insurance claim or policy | National Financial Ombud |
| Faulty goods from a retailer | Consumer Goods and Services Ombud, or the National Consumer Commission |
If you are unsure, start with the Credit Ombud’s website, which explains what it can accept, or ask the NCR. A complaint sent to the wrong place usually gets redirected, but it costs you time.
What should you do while the complaint is pending?
A complaint is not a reason to stop dealing with the account. While you wait:
- Keep paying any amount you accept is owed, so that arrears do not grow.
- Keep a record of every call, email and letter.
- Do not take a new loan to pay a disputed charge without checking the cost.
- Reply to the Ombud and the business quickly, with the documents asked for.
If a disputed amount is causing a default listing, tell the Ombud, because it may be able to ask the lender to hold off. See credit report disputes if the problem is on your record.
What should you do after the Credit Ombud closes your case?
Read the outcome carefully, and check that the business does what it agreed. If your record or statement was corrected, ask for a copy and check the new version a few weeks later.
If the result was not what you hoped for, ask the Ombud what other routes remain, such as the NCR or the courts.
Keep the outcome letter with your agreement and payment proofs. It is useful evidence if the same issue returns.
Frequently asked questions
Do I need a lawyer to use the Credit Ombud?
No. The service is designed for consumers to use on their own.
Can the Ombud force a lender to comply?
It can make rulings and recommendations. If a business does not comply, you may have other routes, such as the NCR or the courts.
How is the Credit Ombud different from the NCR?
The NCR registers and regulates the industry. The Ombud resolves individual disputes.
Does it cost anything?
No. The service is free to consumers.
How long does a Credit Ombud complaint take?
It depends on the case. Simple matters can be resolved in weeks, and complex ones take longer. Ask for an expected timeframe when you lodge it.
Can I complain to the Credit Ombud about a lender that is not registered?
The Ombud deals with credit providers within its scope. For an unregistered lender, report it to the NCR and get legal advice.
One free 5-minute form is sent to NCR-registered lenders. Each lender decides for itself and shows you the full cost before you sign.
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