Consumer Protection and Complaints Framework
A complaints and fair-treatment framework meeting the CBN Consumer Protection Framework, with the reporting your regulator expects.
Fee & intake
Sign in to see the engagement fee (plus 7.5% VAT), complete the intake form, save a draft if you need to, then pay to submit.
- Standard
- 5 business days
- Express
- 3 business days
Regulatory and standards basis
This engagement is performed against the following instruments. Each is cited in the deliverable at the point it is relied on.
- CBN Consumer Protection Framework
- CBN Consumer Protection Regulations
- Treating Customers Fairly principles (South Africa)
Who this is for
- Consumer-facing financial institutions
- Digital lenders
What you receive
- 01Consumer protection policy and fair-treatment principles
- 02Complaints handling procedure with resolution timelines
- 03Complaints register and regulatory reporting templates
- 04Root cause analysis methodology
How the engagement runs
Phase 1
Intake
You complete a structured intake form and upload supporting documents. Autosaved, so it can be finished across several sittings.
Phase 2
Evidence review
We review what you have provided and raise a document request list for anything material that is missing. We do not guess at gaps.
Phase 3
Analysis and drafting
Your documents and answers are assessed against the applicable control universe. Findings are recorded with an evidence reference or explicitly flagged as an assumption.
Phase 4
Quality review
A named reviewer works through every finding and section, and a partner approves. Their name and credentials appear on the report.
Phase 5
Delivery
The deliverable is released in the portal within 5 business days of payment. Two revision rounds are included.
Questions
Who approves the deliverable?
A named member of the engagement team reviews it and a partner approves it. Their name, title and credentials are printed on the report, and the approval is recorded against the engagement in the portal.
What happens if we disagree with a finding?
You raise a review from the deliverable page, selecting the specific finding or assumption you are challenging and attaching supporting evidence. Two revision rounds are included. Factual corrections and any error on our side never count against those rounds and are never billed.
How quickly can this be turned around?
Standard delivery is 5 business days from payment. Express delivery in 48 to 72 hours is available when selected at intake.
Where do our documents live?
In private storage, accessible only through short-lived signed links, with every view and download logged. Nothing is attached to email. Our sub-processors and data residency are published on the trust page.
How do we pay?
By card through Stripe after you complete intake in the portal. You can save a draft without paying; submission happens only after payment succeeds.
Related engagements in Risk and Governance
AI/ML Model Risk Validation
Independent validation of a machine learning model in production: performance, stability, explainability and the governance around it.
Anti-Bribery and Corruption Programme
An anti-bribery programme aligned to ISO 37001, covering gifts, facilitation payments, third-party intermediaries and whistleblowing.
Corporate Governance Framework and Board Charters
Board and committee charters, delegation of authority and a governance framework compliant with the codes that apply to your entity.