M & J Kasi Loans (Pty) Ltd Registration No: 2023 / 840315 / 07 | NCR Registration No: NCRCP20766

1. Our Commitment

At M & J Kasi Loans, we are committed to providing fair, efficient, and respectfulmicro-finance services. We value your feedback and take all concerns orcomplaints seriously. Our goal is to resolve any issues professionally,transparently, and as quickly as possible.

2. How to Lodge a Complaint

If you are dissatisfied with our service or a specific loan process, you areencouraged to contact us directly so we can address the matter. You may lodge acomplaint through the following channels:

• WhatsApp / Phone: 071 194 0741
• Email: info@mnjkasiloans.co.za
• Physical Address: 10295 New Stand Dikweipi, Saulspoort, 0314

Please provide the following information to help us assist you:

• Your full name and South African ID number.
• A clear description of your concern or complaint.
• Any relevant supporting information or documentation.

3. Our Resolution Process

We aim to respond to and resolve all enquiries and complaints during our standardbusiness hours:

• Monday – Friday: 08:00 AM – 05:00 PM
• Saturday: 08:00 AM – 01:00 PM

Step 1: Acknowledgement

We will acknowledge receipt of your complaint asquickly as possible during business hours.

Step 2: Investigation and Feedback

Our team will investigate the matter andprovide clear communication regarding the status or outcome of your complaint.We are committed to addressing issues fairly and respecting the dignity of everyclient.

We aim to provide a substantive response or resolution within

5 business days

,depending on the nature and complexity of the complaint.

4. Escalation (External Support)

As a registered credit provider, we operate in compliance with South Africanlending regulations. If we are unable to resolve your complaint to your satisfaction,you have the right to refer the matter to the following regulatory bodies:

• The National Credit Regulator (NCR): For issues specifically related to creditagreements or the National Credit Act.
• The Information Regulator: For concerns regarding the privacy andconfidentiality of your personal information.

5. Continuous Improvement

We use information from complaints to educate our team and improve ourprocesses to better serve the real needs of our clients.

We encourage clients to raise concerns openly so they can be addressed fairly,constructively, and in good faith.