Complaints procedure
Last updated July 2026
Leap Financial Services (Pty) Ltd takes every complaint seriously. This page sets out how a complaint is lodged, acknowledged and escalated.
Step 1 — Contact us
Email support@leap-fs.com with your reference number and a description of the issue. Email is our only support channel. We acknowledge complaints within one business day.
Step 2 — Internal review
A compliance reviewer investigates and responds with a written outcome within 15 business days. All steps are recorded in our audit trail.
Lodge a complaint
Tell us what went wrong and we will investigate.
Step 3 — Escalation
If you are not satisfied, you may refer the matter to the National Credit Regulator or the Credit Ombud at no cost to you.