Complaints Procedure

We take complaints seriously. This procedure tells you how to raise an issue with us, how long we'll take to respond, and what to do if you're not happy with our answer. It is published in line with section 134 of the National Credit Act and section 69 of the Consumer Protection Act.

Step 1 — Tell us first

Most issues are resolved quickly when you let us know directly.

• Email: complaints@stellarloans.co.za
• WhatsApp / phone: +27 00 000 0000
• Hours: Mon–Fri 09:00–17:00, Sat 09:00–14:00

Please include:

• Your full name and SA ID number
• Your application reference (starts with STL-)
• A short description of what went wrong and what you'd like us to do about it

We acknowledge every complaint within 2 business days and aim to resolve it within 15 business days. If we need longer, we'll tell you why and give you a realistic date.

Step 2 — Escalate to the Credit Ombud

If you're not satisfied with our final response — or you haven't received one within 20 business days — you can refer the matter to the Credit Ombud free of charge.

• Email: ombud@creditombud.org.za
• Phone: 0861 662 837
• Website: creditombud.org.za

Step 3 — National Credit Regulator (NCR)

For complaints about credit agreements, reckless lending, or our conduct as a credit provider, you can also approach the NCR directly.

• Email: complaints@ncr.org.za
• Phone: 0860 627 627
• Website: ncr.org.za

Privacy complaints

For complaints specifically about how we handle your personal information, you can lodge a complaint with the Information Regulator.

• Email: inforeg1@justice.gov.za
• Website: inforegulator.org.za

See our privacy policy for full details on what data we collect and how we protect it.