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:
- Complaints (Mon to Fri 07h00 – 16h00): 021 764 3152
- Email: complaints@directaxis.co.za
Sanlam Personal Loans:
- Complaints (Mon to Fri 07h00 – 16h00): 021 764 3011
- Email: complaints@sanlamloans.co.za
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:
FAX:
011 726 5501
SHARE CALL:
086 072 6890
EMAIL:
WEBSITE:
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:
FAX:
021 674 0951
SHARE CALL:
086 072 6890
EMAIL:
WEBSITE:
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:
FAX:
012 348 3447
EMAIL:
WEBSITE:
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:
FAX:
011 554 2600
EMAIL:
WEBSITE:
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:
FAX:
0861 515 259
EMAIL:
WEBSITE:
PHYSICAL ADDRESS:
Berkley Office Park, 08 Bauhinia Street, Highveld Techno Park, Centurion
POSTAL ADDRESS:
P.O. Box 30251, Sunnyside, 0132
Ombudsman for Banking Service contact details
Responsible for any complaints between banks and their clients.
TELEPHONE:
FAX:
011 483 3212
SHARE CALL:
0860 800 900
EMAIL:
WEBSITE:
PHYSICAL ADDRESS:
The Ombudsman for Banking Services,110 Oxford Road, Rosebank, Johannesburg, 2196
POSTAL ADDRESS:
PO Box 87056 Houghton, Johannesburg 2041
Information Regulator (IR)
Responsible for complaints relating to contraventions of the Protection of Personal Information Act (POPIA)
TELEPHONE:
WEBSITE:
PHYSICAL ADDRESS:
JD House, 27 Stiemens Street, Braamfontein, Johannesburg, 2001.
POSTAL ADDRESS:
P.O. Box 31533, Braamfontein, Johannesburg, 2017