Complaints and Dispute Resolution Policy

Saneli Financial Foundations is committed to the fair, transparent and prompt resolution of consumer disputes. This policy sets out how we receive, investigate and resolve any complaint about credit agreements, affordability assessments, fee calculations or the handling of your personal information. It is maintained in terms of the National Credit Act 34 of 2005 and the Protection of Personal Information Act 4 of 2013.

You can send a complaint through any of these channels:

• Email: sanelifinancialf@sff.community
• Website: www.myfinancesff.life
• Post: the registered business address of Saneli Financial Foundations

• Your full name and surname
• Your 13-digit South African ID number
• The mobile number and email address on your account
• Your reference, loan or account number, if you have one
• A clear summary of the dispute, the outcome you want, and any proof you have

• Acknowledgement — within 2 business days. We confirm receipt in writing and give you a unique dispute reference number.
• Investigation — within 7 business days. Our compliance officer reviews the documents, bureau pull logs, affordability calculations and all communication on the file.
• Written outcome — within 14 business days. We send you the findings, any corrective action taken, or the reasons the original decision stands.

If we do not resolve your complaint within 14 business days, or you are not happy with the outcome, you may escalate it free of charge to:

• The Credit Ombud — credit agreement and credit bureau disputes. 0861 662 837 / 011 781 6431, ombud@creditombud.org.za, www.creditombud.org.za
• The National Credit Regulator (NCR) — regulatory compliance and reckless lending. 0860 627 627 / 011 554 2700, complaints@ncr.org.za, www.ncr.org.za
• The Information Regulator — POPIA and data privacy. complaints.IR@justice.gov.za, www.inforegulator.org.za

All dispute logs, investigation notes and outcome letters are kept in encrypted digital storage for at least 3 years and are made available to the National Credit Regulator on inspection.