Complaints Policy
Effective date: 13 August 2026We want to know if something goes wrong. This policy explains how to raise a complaint with Bylion Financial (registration 2026/637540/07), how we handle it, and what to do if you're not satisfied with the outcome.
1. How to lodge a complaint
You can lodge a complaint by:
- Emailing admin@bylion.financial with a description of the issue, your contact details, and any relevant account or transaction reference.
- Writing to our registered office: 81 Featherview Estate, Ruimsig, Krugersdorp, Gauteng, 1739.
- Calling us once a direct complaints line is published.
2. What happens next
- Acknowledgement — we log and acknowledge every complaint within 2 business days of receiving it.
- First-tier review — the relevant team investigates the complaint and aims to respond with a resolution or a clear update within a reasonable timeframe.
- Second-tier review — if you're not satisfied with the first response, you can ask for the complaint to be escalated to a second, more senior internal review.
3. If you're still not satisfied
If our internal process doesn't resolve your complaint to your satisfaction, you have the right to refer it to the National Financial Ombud Scheme (NFOSA):
- National Financial Ombud Scheme South Africa (NFOSA)
- 110 Oxford Road, Houghton Estate, Johannesburg, Gauteng, 2198
- Tel: 0860 800 900
- Email: info@nfosa.co.za
- Web: www.nfosa.co.za
4. Record keeping
We keep a record of every complaint, how it was investigated, and how it was resolved, in line with our regulatory obligations. This helps us identify recurring issues and improve our products and processes.
5. Fair treatment
Raising a complaint will never affect the service you receive from us. Every complaint is treated fairly, investigated on its merits, and taken seriously regardless of its size.