Your complaint must be accompanied by the following information:

• Policy number and/or claim number
• First name
• Last name
• Contact number
• Email address
• Details about your complaint, including all important facts
• Copies of all relevant documentation (previous correspondence, letters, quotations, proof of any losses incurred etc.)
• Your preferred solution

Dotsure Internal Resolutions

The process

• Once your feedback or complaint has been received, it will be allocated to one of our Consultants.
• A letter of acknowledgement confirming receipt will be sent to you within two business days.
• The Consultant will investigate and liaise with the necessary departments to resolve your complaint.
• You will be notified of the outcome in writing within 14 business days.

Further recourse

If your complaint is still not satisfactorily resolved, you may contact the relevant Ombud:

National Financial Ombud Scheme South Africa (NFO)

• Registration Number 2023/162407/08
• JHB Physical Address:
  • 110 Oxford Road
  • Houghton Estate
  • Illovo
  • Johannesburg
  • 2198
• CPT Physical Address:
  • Claremont Central Building
  • 6th Floor
  • 6 Vineyard Road
  • Claremont
  • 7708
• Tel: 0860-800-900
• Email: info@nfosa.co.za
• Website: www.nfosa.co.za

The Office of the Ombud for Financial Services Providers

• Sharecall: 086 066 3274
• Postal Address:
  • P O Box 41
  • Menlyn Park
  • 0063