Complaints and support
If something goes wrong, tell us.
We take complaints seriously and aim to resolve them quickly and fairly.
Step 1: Contact us directly
Call 0682600111, or email familyfirstfinance@outlook.com. Please include your name, contact number and application reference number if you have one.
Step 2: We acknowledge and investigate
We will confirm that we received your complaint, look into what happened, and keep you informed while we work on it.
Step 3: We respond
We will explain our findings and what we are doing about them. If we got something wrong, we will say so and put it right where we can.
Step 4: Escalating
If you are not satisfied with our response, you may approach the relevant South African regulator or ombud scheme for credit matters, including the National Credit Regulator.
Financial difficulty
If your complaint relates to struggling with repayments, tell us immediately so we can discuss options with you. Free debt counselling support is also available in South Africa.
Important: this wording is a working draft. Family First Finance must have all loan terms, disclosures, privacy notices, consent wording and document requirements reviewed by a qualified South African legal and compliance professional before launch.