General information, not financial or legal advice. KayaClear is not a credit provider, not a debt counsellor and not the National Credit Regulator. We do not recommend any lender, product or debt counsellor.
How to complain to the National Credit Regulator
The National Credit Regulator (NCR) receives complaints about contraventions of the National Credit Act by credit providers, debt collectors collecting credit debt, debt counsellors and credit bureaus.
General information, not legal advice. KayaClear is not the NCR and cannot lodge or follow up a complaint for you.
1. Raise it with the business first
Write to the credit provider, collector or debt counsellor. Say what is wrong, what you want them to do, and attach copies of your agreement and statements. Keep a copy and note the date.
2. Contact the NCR
Call centre: 0860 627 627.
Email:[email protected] for general complaints, or [email protected] for complaints about debt counselling (from the NCR's information brochure).
Form 29: the complaint initiation form, available on the NCR's complaints page.
In person: the NCR's offices are open Monday to Thursday 08h00 to 17h00 and Friday 08h00 to 16h30.
3. What to include
Your name and contact details, and the name of the business.
The account or agreement number, and what happened, with dates.
Copies of the agreement, statements, letters and any reply you received.
The NCR assesses each enquiry. If it finds an alleged contravention, it records a complaint with a reference number and assigns an officer.
Alleged contraventions of the National Credit Act, for example charges above the caps, collecting prescribed debt, or a debt counsellor's conduct. The NCR evaluates complaints, promotes informal resolution of disputes between consumers and credit providers or credit bureaus, investigates, and takes enforcement steps the Act allows.
Can someone complain for me?
Yes. The NCR says that a person lodging a complaint on behalf of a consumer must complete both the complaint initiation form and a consent form.
General information, not financial or legal advice. KayaClear gives general information and estimates based on the National Credit Act 34 of 2005, the National Credit Regulations, the Prescription Act 68 of 1969 and the figures you enter. It is not financial advice as defined in the Financial Advisory and Intermediary Services Act (FAIS), and not legal advice. KayaClear is not a credit provider, not a registered debt counsellor and not an authorised financial services provider, and does not recommend any lender, credit product, debt counsellor or debt solution. It is not connected to the National Credit Regulator (NCR) or the National Consumer Tribunal. Your credit agreement, statements and certificate of balance show the actual amounts. For complaints about credit, contact the NCR; for help with over-indebtedness, a debt counsellor registered with the NCR.