Customer Complaint Process
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:
- Your full name;
- The company you are representing;
- Your contact details;
- The full particulars of the complaint;
- The date on which you noted the issue that led to the complaint.
- If the complaint is relating to an employee of CrissCross, please provide us with the the name of the employee;
- Any other information that could assist us in resolving your issue.
What CrissCross endeavours to do in order to resolve your complaint:
- Acknowledgment of your complaint will be received within three business days;
- 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.
- 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
How to get in touch with us
Tel: 012 762 5000
Sharecall: 086 066 3274
Email: info@faisombud.co.za
Website: www.faisombud.co.za
Complaints about our service:
Physical address
Menlyn Central Office Building, 125 Dallas Avenue, Waterkloof Glen, Pretoria 0010
Postal address
P O Box 41, Menlyn Park, 0063
Office hours
Monday – Thursday: 08h00 - 16h30
Friday: 08h00 - 15h30
Closed on weekends and public holidays