Legal
Complaints procedure
As a registered credit provider, Selio (Pty) Ltd t/a LunSa Loans takes complaints seriously. This page explains how to lodge a complaint. Complaints are tracked separately from general contact enquiries.
1. How to complain
- Use the form below, or email support@lunsafinance.co.za
- Include your full name, ID/application/loan reference if you have one, and a clear description of the issue
- You will receive a complaint reference for follow-up
2. What we record
- Complaint reference, date and category
- Customer details and linked application/loan where relevant
- Description, assigned handler, status and responses
- Resolution outcome and resolution date
3. Our timelines
- We acknowledge complaints lodged via this form or email (complaint reference issued)
- We aim to investigate and respond within a reasonable period, keeping you informed of material progress
- Complex credit / affordability matters may need supporting documents from you
4. Escalation (South Africa)
First try to resolve the matter with us. If you remain dissatisfied after our internal process, you may use the channels below under the National Credit Act 34 of 2005, as amended and related consumer-protection frameworks:
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National Credit Regulator (NCR)
Phone: 0860 627 627 · Email: complaints@ncr.org.za · Web: ncr.org.za
Complaints to the NCR are typically lodged on the NCR’s Form 29 (complaint initiation). Confirm the current form and process on the NCR website. -
National Financial Ombud Scheme South Africa (NFO) — free ombud scheme for participating financial service providers (including many credit providers).
The former Banking Ombud and Credit Ombud schemes have been consolidated into the NFO. Prefer NFO contacts below rather than older ombud numbers you may see on outdated sites.
Phone: 0860 800 900 · WhatsApp: +27 76 574 8055 · Email: info@nfosa.co.za · Web: nfosa.co.za
Approach the NFO only after you have complained to us first (see the NFO complaints process). - National Consumer Tribunal — thenct.org.za (for matters that may be referred to / applied at the Tribunal under the NCA).
- Privacy / POPIA: see our POPIA Notice for Information Regulator contacts.
Regulator phone numbers and forms can change — always confirm current details on the official websites linked above.
5. Fraud & scam warning
- We will never ask you to pay an upfront “guarantee”, “release”, or “insurance” fee to an unregistered intermediary before a loan is advanced.
- We will never ask for your full bank card PIN, OTP, or CVV by WhatsApp or email.
- Verify that you are dealing with Selio (Pty) Ltd t/a LunSa Loans (NCR NCRCP23540) via this website or our published WhatsApp / email only.
- Report suspected fraud to us and, where appropriate, to the South African Police Service and your bank.