Complaints
Who to complain to depends on what went wrong: something on this site, a credit provider or debt counsellor, or the way your personal information was handled.
Last updated 8 October 2026
About RandScout
If something on this site is wrong, an offer did not match what the provider showed you, or you are unhappy with how we dealt with you, write to us at [email protected]. Tell us what happened, when, and which page or offer it was about. Do not send your ID number, bank details or documents: we do not need them to look into a complaint.
We confirm that we have your complaint and aim to answer it within ten business days. If we got something wrong, we say so and correct it.
About a credit provider or a loan
We do not lend money and take no part in a provider’s decision, so we cannot change a decision, a loan agreement or a payment. Complain to the provider first; its contact details are on your agreement and its quotation. If that does not resolve it:
- The National Credit Regulator handles complaints that a registered credit provider or debt counsellor broke the National Credit Act — for example reckless lending, charges above the legal limits, or anyone asking for an upfront fee.
- The National Financial Ombud Scheme resolves disputes about credit agreements and credit bureau listings. It took over the work of the Credit Ombud in March 2024. It expects you to have complained to the provider first.
Both are free to use. You can check any provider’s registration on the NCR register.
About a credit bureau listing
If your credit record is wrong, dispute the entry with the credit bureau that holds it; it must investigate. If that does not resolve it, the National Financial Ombud Scheme can help.
About your personal information
Write to us first — we would rather fix it. Our privacy policy explains what we hold and how to ask for it to be corrected or deleted. If we do not resolve it, the Information Regulator takes complaints under the Protection of Personal Information Act.
If you were asked to pay to get a loan
Do not pay anything more. A registered provider may not ask for a fee before it pays out a loan. Call your bank’s fraud line, report it to the police and to the National Credit Regulator. Our guide to loan scams explains what to do next.