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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:

Sanlam Personal Loans:

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:

Short-term Insurance

Responsible for the handling of the disputes arising from personal lines short-term insurance policies and commercial insurance policies for small business

TELEPHONE:

011 726 8900

FAX:

011 726 5501

SHARE CALL:

086 072 6890

WEBSITE:

www.osti.co.za

PHYSICAL ADDRESS:

First Floor, Block A, 1 Sturdee Avenue, Rosebank

POSTAL ADDRESS:

P.O . Box 32334, Braamfontein, 2017

Long-term Insurance

Responsible for the handling of disputes arising from long-term insurance policies

TELEPHONE:

021 657 5000

FAX:

021 674 0951

SHARE CALL:

086 072 6890

WEBSITE:

www.ombud.co.za

PHYSICAL ADDRESS:

Third Floor, Sunclare Building, 21 Dreyer Street, Claremont, Cape Town

POSTAL ADDRESS:

Private Bag X45, Claremont,7735

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

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

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

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

Responsible for any complaints between banks and their clients.

WHATSAPP:
066 473 0157

TELEPHONE:

086 080 0900

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

PHYSICAL ADDRESS:

JD House, 27 Stiemens Street, Braamfontein, Johannesburg, 2001.

POSTAL ADDRESS:

P.O. Box 31533, Braamfontein, Johannesburg, 2017


  • DirectAxis
    Stats

  • 24%

    Consolidation

    of customers use loans for consolidation

  • 24%

    Renovations

    of customers use loans for renovations

  • 12%

    Education

    of customers use loans for education