We treat complainants fairly, investigate objectively, protect personal information and use complaint trends to improve our service.
1. What counts as a complaint?
A complaint is an expression of dissatisfaction about a financial service, vehicle-related service, product, conduct, decision, delay, failure, privacy matter or service outcome where a response or remedy is reasonably expected. A simple request for information or service is handled as an enquiry unless dissatisfaction is raised.
2. How to complain
Email applications@ejsfinance.co.za with the subject “Complaint”. Include your name, contact details, relevant application, deal, vehicle or stock number, what happened, dates, supporting documents and the outcome you seek. You may also use the details on our Contact page. Complaints can be submitted at no charge.
3. Our process
- Receive and record. We register the complaint, assign a reference and protect the information supplied.
- Acknowledge. We aim to acknowledge receipt within two business days and provide the responsible contact or next step.
- Classify and assign. We identify whether the matter concerns finance, advice or intermediary services, a vehicle or dealer issue, privacy, fraud, discrimination or another service area. Conflicts of interest are managed and serious matters are escalated.
- Investigate. An appropriately authorised person reviews the evidence, relevant calls, documents, system records, law, product terms and representations made.
- Keep you informed. If the matter cannot be resolved promptly, we provide reasonable progress updates and may ask for further information.
- Decision and remedy. We provide a clear written outcome, reasons and any correction, apology, payment, process change or other appropriate remedy.
- Close and learn. The outcome, root cause and remedial action are recorded for monitoring, reporting and prevention of repeat issues.
4. Timeframes
We aim to resolve straightforward complaints as soon as reasonably possible. Financial-services complaints should ordinarily receive a final response within six weeks. If more time is reasonably required, we will explain the reason, provide an update and identify available escalation options. Statutory or ombud timeframes prevail where applicable.
5. Rejection or unresolved complaint
If a complaint is rejected or remains unresolved, our final response will explain the reasons, provide internal escalation details and, where applicable, identify the relevant ombud or regulator and any known time limit. Accepting a proposed remedy is voluntary unless otherwise agreed in writing.
6. External escalation
FAIS Ombud
For qualifying complaints concerning financial advice or intermediary services after the complaint has first been submitted to us and remains unresolved.
faisombud.co.zaMotor Industry Ombudsman
For qualifying consumer disputes involving the South African motor industry.
miosa.co.zaInformation Regulator
For complaints concerning the processing or protection of personal information.
inforegulator.org.zaFSCA or NCR
Regulatory concerns may fall within the jurisdiction of the Financial Sector Conduct Authority or National Credit Regulator. A regulator does not necessarily replace the relevant dispute-resolution process.
7. Fairness, accessibility and records
No complainant may be penalised for raising a complaint in good faith. We will make reasonable efforts to assist vulnerable customers or persons who need an accessible channel. Complaint records are retained securely for the period required by applicable law and internal policy. Personal information is handled under our POPIA Privacy Policy.
8. Important scope note
The correct external body depends on the product, service and parties involved. We will identify the most appropriate route in our final response where possible. Nothing on this page limits a lawful right to approach a court, regulator, ombud or other competent body.