Complaints

Email support@katlegofinance.co.za with "Complaint" in the subject line. Please include:

• your business name and the email address on your account;
• what happened, and when;
• any invoice numbers, charges or screens involved;
• what you would like us to do to put it right.

Complaints about how we handle personal information can also go to support@katlegofinance.co.za.

• Acknowledge your complaint within 2 business days, and tell you who is handling it.
• Look into it properly, including the audit log for your account where that helps establish what happened.
• Give you our answer in writing within 15 business days, with what we found and what we will do. If we need longer, we will tell you why and when to expect it.
• Put things right where we got something wrong, which may include correcting a record, a refund or a credit.

If you are unhappy with our answer, you can take your complaint further:

• about personal information, to the Information Regulator at inforeg.org.za;
• if you are a consumer under the Consumer Protection Act, to the Consumer Goods and Services Ombud at cgso.org.za or the National Consumer Commission at thencc.org.za.

Using our process first does not take away your right to approach these bodies or a court.

We keep a record of every complaint and how it was resolved, and review them regularly to fix the cause, not only the case.