Banking & Finance · Support
Capitec Complaints Contact Details
All Banking & Finance contactsComplaints & escalation
To complain to Capitec, call the 24hr Client Care Centre on 0860 10 20 43 or email ClientCareCentre@capitecbank.co.za. Capitec Bank Limited (FSP 46669, NCRCP13) runs a two-step internal complaints process, and only after that can an unresolved complaint go to the National Financial Ombud Scheme South Africa (NFO).
Capitec complaints contact details at a glance
| Route | Details |
|---|---|
| 24hr Client Care Centre (complaints, queries, compliments) | 0860 10 20 43 |
| Client Care Centre email | ClientCareCentre@capitecbank.co.za |
| Client Contact centre (international / fraud reporting) | +27 21 941 1377 |
| Tip-offs Anonymous (fraud) | 0800 004 836 |
| National Financial Ombud Scheme (after Capitec’s process) | 0860 800 900 |
| NFO email | info@nfosa.co.za |
| NFO WhatsApp | 076 574 8055 |
Official Capitec complaints route
Capitec takes complaints, queries and compliments through its 24hr Client Care Centre on 0860 10 20 43, by email to ClientCareCentre@capitecbank.co.za, or at any branch. Capitec acknowledges a complaint with a reference number and contacts you within 24 hours. The process on this page comes from Capitec’s own feedback flyer.
To report fraud, Capitec’s fraud policy says to report the incident to SAPS and to the Client Contact centre on +27 21 941 1377 or 0860 10 20 43. Fraud can also be reported anonymously through Tip-offs Anonymous on 0800 004 836.
What you need before contacting
- Your ID number and the account concerned
- A short, factual summary of the problem, with dates and amounts
- Copies of statements, SMSes or emails that support your complaint
- The reference number, once Capitec gives you one
Step-by-step contact process
- Step 1: email ClientCareCentre@capitecbank.co.za, call 0860 10 20 43 or visit a branch. Note the reference number.
- Step 2: if the complaint is not resolved, ask for it to be escalated to Capitec’s Complaint Management. Capitec tells you the name of the person investigating it.
- Step 3: if it is still unresolved, take it to the National Financial Ombud Scheme on 0860 800 900 or info@nfosa.co.za.
Capitec says you may go to an ombud only after steps 1 and 2.
Escalation route
The NFO now handles banking and FAIS complaints; older references to a separate Ombudsman for Banking Services or FAIS Ombud line are out of date. Contact it on 0860 800 900, WhatsApp 076 574 8055 or info@nfosa.co.za. The NFO asks for the bank’s name, your account number, a factual summary and copies of correspondence, and its service is free. If you had not lodged the complaint with Capitec first, the NFO gives the bank 21 working days to respond.
Related pages: Capitec merchant services, Capitec credit facility and our banking and finance hub.
Capitec head office address
Capitec’s head office is at 5 Neutron Road, Techno Park, Stellenbosch, 7600, and its head office landline is 021 809 5900 (+27 21 809 5900 from abroad). The postal address is P O Box 12451, Die Boord, Stellenbosch, 7613. Complaints are not handled at head office by walk-in: use the complaints routes above. More on Capitec’s head office is on our main Capitec contact details page.
Frequently asked questions
How do I lay a complaint with Capitec?
Call 0860 10 20 43, email ClientCareCentre@capitecbank.co.za or visit a branch.
How long does Capitec take to respond to a complaint?
Capitec says it acknowledges a complaint with a reference number and contacts you within 24 hours.
What if Capitec does not resolve my complaint?
Ask for escalation to Complaint Management. If it is still unresolved, go to the National Financial Ombud Scheme on 0860 800 900.
How do I report fraud to Capitec?
Report it to SAPS and to Capitec on +27 21 941 1377 or 0860 10 20 43. Anonymous tip-offs go to 0800 004 836.
Sources
- Capitec, feedback flyer (PDF, May 2020), capitecbank.co.za documents library, read 27 September 2026
- Capitec, fraud policy statement (PDF), capitecbank.co.za documents library, read 27 September 2026
- National Financial Ombud Scheme, How to complain, nfosa.co.za/how-to-complain/, read 27 September 2026
- National Financial Ombud Scheme home page, nfosa.co.za, read 27 September 2026