Complaints policy
Last updated:
This is a pre-launch version. Zeus is not yet open to the public, and this document will be reviewed and updated before any service opens.
If something went wrong, we want to know and to put it right. This policy explains how to complain and what you can expect from us.
How to complain
Email support@zeus-fintech.co.za with “Complaint” in the subject line. Describe what happened, when it happened and how you would like it put right. Please do not include passwords, one-time PINs or full card numbers.
What we do
- We record every complaint and give it a reference.
- We acknowledge it by email during support hours (Mon–Fri 08:00–17:00 SAST).
- A person on the support team looks into it and may ask you for more information.
- We tell you the outcome and the reasons for it in writing.
- If we cannot resolve it at the first step, it is escalated to a senior person who was not involved in the original matter.
Complaints about a regulated product
Credit and insurance products, when they open, are provided by a registered credit provider or a licensed insurer. Decisions about credit and claims are theirs. If your complaint is about such a decision, we pass it to the provider, tell you that we have, and help you follow it up. You may also complain to the provider directly.
If you are still not satisfied
You may take an unresolved complaint to the relevant ombud or regulator. Which one depends on the product; we will tell you which body applies and how to reach it when we give you our final answer. Complaints about personal information may be taken to the Information Regulator of South Africa.