Lodge a complaint

Bayport’s complaints handling process affords you the opportunity to tell us why our product or service did not meet your expectations, or if we made an error. We value your feedback as it helps us to evaluate and improve our service, products, and processes. We do our best to address all complaints quickly and fairly.

    First name*
    Last name*
    ID number*
    Cellphone number*
    Email address*
    Details of complaint*

    Online self service

    You can access Bayport’s new online client services portal directly by clicking here.

    Alternatively, you can email our client services team directly at [email protected]

    Please ensure that you include the following information in your complaint:

      • Your ID number
      • Your telephone number and email address
      • Your account reference number (if known)
      • The nature of the complaint

    Still not satisfied that the outcome of your complaint is fair?

    Bayport has a Customer Advocacy Office. The role of this office is to objectively review complaints, where the customer is not satisfied that the outcome was fair. Submissions to the Customer Advocacy Office may be sent to the following:

    Delivery:
    • Customer Advocacy Office
    • 3 Alice Lane
    • Sandton
    • 2196
    • South Africa

    Please ensure that you include the following information in your submission:

    • Account or policy number
    • ID Number
    • Reason for dissatisfaction with the outcome of your complaint
    • What you would like us to do to make things right for you
    • Details of the initial outcome of the complaint

    Regulatory offices

    If after receiving our final decision, you are still dissatisfied with the outcome of our decision, you may refer your complaint to the following regulatory ombudsman’s office.

    Complaints about your loan account: Credit Ombud
    Complaints about your insurance policy: Ombudsman for long-term insurance
    FAIS Ombudsman
    The Information Regulator(South Africa)
    • Address
    • 33 Hoofd street
    • Forum III 3rd Floor
    • Braampark
    • P.O Box 31533
    • Braamfontein
    • Johannesburg
    • 2017
    • Complaints email: [email protected]
    • General enquiries email: [email protected]