Complaints Procedure

Please provide your complaint in writing with enough detail for us to investigate properly.

• Email: info@prosperaloans.co.za
• Phone: 064 846 4823
• In-app support: Submit a support ticket from your account where available.

Include your full name, contact details, account or application reference, and supporting documents where applicable.

Our standard complaint handling service levels are:

• Acknowledgement: within 2 business days.
• Initial assessment and case assignment: within 5 business days.
• Target resolution time: within 15 business days of receiving all required information.

Complex matters may require longer investigation. Where this occurs, we will provide status updates and a revised expected resolution timeline.

Each complaint is reviewed by an authorized team member who will:

• Confirm the issue and desired remedy.
• Review account records, communications, and transaction history.
• Apply internal policy and legal or regulatory requirements.
• Issue a written outcome with reasons and next steps.

Depending on findings, remedies may include:

• Correction of account records or communication errors.
• Operational remediation where a process failed.
• Escalation for compliance review and control improvements.

If you are not satisfied with the outcome, request escalation by replying to the complaint outcome communication and clearly stating why you disagree.

If unresolved after internal escalation, you may refer the matter to an appropriate independent external forum or regulator in South Africa, where applicable.

Complaint records are retained securely in accordance with our legal and operational obligations. Information is handled confidentially and disclosed only where necessary to investigate, resolve, or comply with legal obligations.

We aim to provide fair support to customers facing hardship or vulnerability. If this applies to you, please tell us in your complaint so we can apply an appropriate handling approach.