Complaints Management Framework

At CrissCross, we prioritise our clients and cultivate a company culture that encourages open communication. We make it easy for our clients to raise complaints, ensuring swift and efficient resolution to maintain their trust and satisfaction. We have therefore developed a short form Complaints Management Process for use by our clients and prospective clients that simplifies our processes for simplified reporting.

What you will need to do in order to make a complaint:

In order to lay a complaint, please email CrissCross at complaints@crisscross.money. Please ensure that your complaint contains:

  1. Your full name;
  2. The company you are representing;
  3. Your contact details;
  4. The full particulars of the complaint;
  5. The date on which you noted the issue that led to the complaint.
  6. If the complaint is relating to an employee of CrissCross, please provide us with the the name of the employee;
  7. Any other information that could assist us in resolving your issue.

‍

What CrissCross endeavours to do in order to resolve your complaint:

  1. Acknowledgment of your complaint will be received within three business days;
  2. All complaints will be investigated and resolved in a fair and professional manner and feedback will be provided to you within 15 days of the date of receipt of your initial complaint - provided that all information required has been provided and/or an investigation has been completed.
  3. In cases where further information, assessment or investigation is required, agree with the complainant on a reasonable timeframe not exceeding 20 days of receipt of the complaint.

‍

What resolution of complaints may look like:

Complaint is upheld:

‍a full and appropriate level of corrective action will be provided without delay. Any commitment to make a payment or to take other action is carried out without undue delay and within any agreed timeframes.

Complaint is rejected:

you will be provided with clear and adequate reasons for the decision and any applicable escalation or review processes as well as details of external dispute resolution entities that may be utilized.

Ombudsman:

If you are not satisfied with our formal response, your complaint can be escalated to the Ombudsman for Financial Services Providers on

  • Sussex Office Park, c/o Lynnwood Road and Sussex Avenue, Lynnwood, 0081
  • Telephone: +27 12 762 5000 / +27 12 470 9080
  • Fax: +27 12 348 3447 / 012 470 9097 / 086 764 14 22
  • Web: www.faisombud.co.za
  • Email: info@faisombud.co.za
  • We recommend that your complaint is firstly submitted to CrissCross for assistance before you escalate it to the Ombudsman

You may view our full Complaints Management Policy here

‍