Complaints Process

How to complain

Email info@consolidationrelief.co.za with your name, contact details, what happened, relevant dates and the outcome you seek. Do not email banking passwords, one-time PINs or unnecessary identity documents.

What happens next

We will acknowledge the complaint, investigate it fairly, keep you informed and explain the outcome or next escalation step. If the complaint concerns a registered debt counsellor or credit provider we work with, we may need to share the relevant details with them to investigate it.

Response periods and escalation

We acknowledge every complaint within 3 working days and aim to resolve it within 15 working days. If we need longer, we will tell you why and give you a new date.

If you are not satisfied with our answer, you can escalate the matter to the National Credit Regulator or the Credit Ombud using their official contact channels. A privacy concern can also be raised with South Africa's Information Regulator.