DirectAxis Financial Services

Your Guide to Complaints or Queries

At DirectAxis we are committed to using our specialist skills and expertise to deliver exceptional customer service and give you, our customer, the power to achieve your personal and family goals. We value your feedback and commit to managing the resolution of any complaints in an equitable, fair and reasonable manner. We will always aim for the immediate resolution of non-complex complaints at first contact. 

If you feel we have not lived up to our own high standards and would like to make a complaint, please contact us:

DirectAxis:

Our Customer Complaints Policy

To enable us to assist you efficiently, please provide your contact number, account/policy number and the nature of the complaint or query.

The Process

When you contact us we will:

  • Log and acknowledge receipt of your correspondence immediately
  • Record your complaint and provide you with a reference number
  • Investigate the complaint and ensure it is resolved as soon as reasonably possible and in line with relevant regulations
  • Keep you updated on our progress should the complaint resolution take longer than reasonably expected 
  • Provide you with a full response of the resolution

If you are still not satisfied please contact the relevant External Dispute Resolution body:

FAIS Ombud

Responsible for disputes between financial services providers and their clients. Customers must first contact the Bank before referring a complaint to the FAIS Ombud. A prescribed process must be followed, details of which are on the FIAS Ombud website.

TELEPHONE: 012 470 9080
FAX: 012 348 3447
EMAIL: info@faisombud.co.za
WEBSITE: www.faisombud.co.za
PHYSICAL ADDRESS: Eastwood Office Park, Boabab House, Cnr. Lynnwood Road & Jacobson Drive, Lynnwood Ridge, Pretoria
POSTAL ADDRESS: P.O. Box 41, Menlyn Park, 0063

The National Credit Regulator

Responsible for complaints relating to credit agreements.

TELEPHONE: 0860 627 627
FAX: 011 554 2600
EMAIL: complaints@ncr.org.za
WEBSITE: www.ncr.org.za
PHYSICAL ADDRESS: 127 - 15th Road, Randjespark, Midrand
POSTAL ADDRESS: P.O. Box 209, Halfway House,1685

National Consumer Commission

Responsible for complaints relating to contraventions of the Consumer Protection Act, 68 of 2008.

TELEPHONE: 012 940 4450
FAX: 0861 515 259
EMAIL: complaints@thencc.org.za
WEBSITE: www.thencc.org.za
PHYSICAL ADDRESS: Berkley Office Park, 08 Bauhinia Street, Highveld Techno Park, Centurion
POSTAL ADDRESS: P.O. Box 30251, Sunnyside, 0132

The National Financial Ombud Scheme (NFO) contact details

The National Financial Ombud Scheme South Africa is a single, one-stop, all-in-one dispute resolution service made up of the four former longstanding services: the Ombudsman for Short-Term Insurance (OSTI), the Ombudsman for Long-term Insurance (OLTI); the Credit Ombud (CO); Banking Ombud (OBS). The NFO's services are provided free of charge. The NFO is responsible for deciding any matters between banks and their customers in a fair, quick and impartial manner. To read more click here

WHATSAPP:
066 473 0157

TELEPHONE: 086 080 0900
EMAIL: info@nfosa.co.za
WEBSITE: www.nfosa.co.za
PHYSICAL ADDRESS: NFO Johannesburg
110 Oxford Road, Houghton Estate, Johannesburg, Gauteng, 2198

NFO Cape Town
6th Floor, Claremont Central Building, 6 Vineyard Road, Claremont, Cape Town, 7700
POSTAL ADDRESS: NFO Johannesburg
110 Oxford Road, Houghton Estate, Johannesburg, Gauteng, 2198

NFO Cape Town
6th Floor, Claremont Central Building, 6 Vineyard Road, Claremont, Cape Town, 7700

Information Regulator (IR)

Responsible for complaints relating to contraventions of the Protection of Personal Information Act (POPIA)

TELEPHONE: 010 023 5200
EMAIL: POPIAcomplaints@inforegulator.org.za
WEBSITE: www.inforegulator.org.za
PHYSICAL ADDRESS: JD House, 27 Stiemens Street, Braamfontein, Johannesburg, 2001.
POSTAL ADDRESS: P.O. Box 31533, Braamfontein, Johannesburg, 2017