Using the Credit Ombud: Our Escalation Process
When a credit bureau or provider is unreasonable, we escalate your case to the Credit Ombud. Learn how we manage this process.
When a dispute with a credit provider or bureau reaches a deadlock, you need a powerful, impartial arbitrator to step in. In South Africa, that is the Credit Ombud. At Dispute It, we have a well-established process for escalating cases to the Ombud to achieve a binding resolution for our clients.
Their services are free, but success depends on presenting a perfectly prepared case file.
What is the Credit Ombud?
The Credit Ombud is an independent body that resolves disputes between consumers and the credit industry. They can investigate complaints about credit bureaus (e.g., for failing to remove incorrect information) and credit providers (e.g., for incorrect balances or reckless lending).
When We Escalate to the Ombud
We escalate a case to the Ombud only after we have exhausted the direct dispute process. This typically happens when:
- A credit bureau investigates our dispute and provides an unsatisfactory outcome, refusing to remove a clear error from your report.
- A credit provider refuses to correct an issue like unlawful fees or a disputed balance.
- A party simply fails to respond to our formal dispute within the legally required time frames.
Our Professional Escalation Process
Step 1: Final Demand and Case Preparation
Before approaching the Ombud, we issue a final letter of demand to the offending party, warning them of our intention to escalate. Simultaneously, we prepare a comprehensive case file. This includes:
- A full history of the dispute, with all reference numbers.
- All correspondence between our office and the provider/bureau.
- The complete set of evidence proving our case.
- A detailed complaint summary, referencing the specific laws (like the National Credit Act) that have been broken.
Step 2: Lodging the Formal Complaint
We lodge the complaint with the Credit Ombud on your behalf using their formal channels. Because our submission is professionally prepared and complete, it is typically accepted for investigation without delay.
Step 3: Managing the Ombud's Investigation
The Ombud's office will open a case and request a response from the credit provider or bureau.
- Our team manages this entire process, responding to any queries from the Ombud's office and providing any further information required.
- We ensure the other party does not introduce misleading information and that the focus remains on the facts and the law.
Step 4: Securing a Resolution
The Ombud will mediate a resolution. If one cannot be reached, they can issue a formal ruling.
- Because we only escalate cases with strong legal merit and solid evidence, the outcome is very often in our client's favor.
- The Ombud's ruling can force a bureau to remove a listing, or a creditor to reverse charges or close an account.
Using the Credit Ombud is a powerful tool, but its effectiveness depends on the quality of the case presented. Let the experts at Dispute It be your advocate and ensure your case is presented for maximum impact.
The credit repair process is complex and requires specialist knowledge to ensure success. Don't risk handling it alone. Our experts at Dispute It are ready to manage your case and deliver results.