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MARLINCREDIT

Legal

Complaints

How to tell us something went wrong, and where to go if you're not satisfied.

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If something has gone wrong, we want to hear about it. This page explains how to complain to Marlin Credit (Pty) Ltd and where you can go if you are not satisfied with our answer.

1. How to complain to us

You can complain by phone or by email:

2. What to tell us

It helps us to deal with your complaint quickly if you tell us:

  • your name and the best way to reach you;
  • your application or loan reference, if you have one;
  • what happened, and when;
  • what you would like us to do about it; and
  • about any documents that support your complaint.

Please don't email us your ID number or bank details unless we ask for them. We will look into your complaint and respond to you using the contact details you give us.

3. Complaints about your personal information

If your complaint is about how we handle your personal information, address it to our Information Officer at info@marlincredit.co.za (see our privacy policy). You may also complain directly to the Information Regulator (see below).

4. Report a scam using our name

We never charge upfront fees. If anyone asks you to pay before you receive a loan in Marlin Credit's name, it is a scam. Please tell us straight away on 021 949 0930 or at info@marlincredit.co.za, and read how to spot a bridging loan scam.

5. If you are not satisfied

Complaining to us does not take away your right to approach a regulator. If you are not satisfied with how we dealt with your complaint, you can contact the following bodies.

National Credit Regulator (NCR)

The NCR receives complaints about alleged contraventions of the National Credit Act and promotes the informal resolution of disputes between consumers and credit providers. Marlin Credit (Pty) Ltd is registered with the NCR as a credit provider, NCRCP327.

Information Regulator

The Information Regulator deals with complaints about the handling of personal information under POPIA, and about requests for access to records under PAIA.

  • Website: inforegulator.org.za
  • Complaints about how your personal information is handled: lodge them on the Regulator's eServices Portal (you first register a user profile there)
  • General enquiries: enquiries@inforegulator.org.za
  • Telephone: 010 023 5200 · Toll free: 0800 017 160
  • Address: Woodmead North Office Park, 54 Maxwell Drive, Woodmead, Johannesburg, 2191

PAIA complaints, for example about a refused request for a record, are made on the Regulator's Form 5 and sent to PAIAComplaints@inforegulator.org.za. See our PAIA manual.

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