Legal
Complaints Process
If something isn't right, we want to know. Here's how to reach us and what to expect.
Interim notice
This is an interim notice, not our final policy. A complete version is being prepared with our legal advisors. The information below is accurate as at the date of publication and describes what we currently do.
How to raise a complaint
You can raise a complaint at any time by email to care@moneycarer.co.za, by telephone, or in writing to our Umhlanga office. Complaints may be made by the client, a family member, or a professional acting on the client's behalf.
What to expect
- We acknowledge every complaint within one working day
- We aim to resolve straightforward matters within 15 working days
- If a matter will take longer, we will tell you why and keep you updated
- You will be given a named point of contact for the duration
If we cannot resolve it
Where a matter cannot be resolved internally, we will tell you which regulator or ombud is appropriate for escalation and provide their contact details. Complaints relating to the handling of personal information may also be referred to the Information Regulator of South Africa.
Still to be confirmed
Our final complaints policy will name the specific ombud schemes applicable to our services and set out the escalation stages in full.