Debt review forms & letters
Complaint letter about a debt counsellor (to the NCR) (template)
By Lerato Molefe · 5 min read · Updated 24 June 2026
Complaints about an NCR-registered debt counsellor - such as payments not reaching creditors, a clearance certificate not being issued, no response, or fees that look wrong - go to the National Credit Regulator (NCR), which registers and oversees debt counsellors. Set out what happened, attach proof, and email it to dccomplaints@ncr.org.za. This template helps you write that complaint clearly.
First try to resolve the issue directly with the counsellor in writing, because the NCR will want to see that you raised it and gave them a chance to fix it. Keep records of every payment, statement and message - they are the backbone of a strong complaint.
Know which regulator to use: complaints about the debt counsellor go to the NCR, while complaints about a credit provider or the credit agreement itself go to the National Financial Ombud (NFO), which absorbed the Credit Ombud in 2024.
The copy-paste template
Email this to dccomplaints@ncr.org.za and keep a copy. Replace each [PLACEHOLDER] and attach your evidence.
[YOUR FULL NAME]
[YOUR ID NUMBER]
[YOUR ADDRESS]
[YOUR EMAIL] | [YOUR PHONE]
[DATE]
The National Credit Regulator
Debt Counselling Complaints
dccomplaints@ncr.org.za
RE: Complaint against a registered debt counsellor
Dear Sir / Madam,
I wish to lodge a complaint against the following debt counsellor:
Debt counsellor / firm: [NAME]
NCR registration number: [NCRDC NUMBER, IF KNOWN]
My debt review reference: [REFERENCE]
Nature of my complaint:
[DESCRIBE CLEARLY AND IN ORDER - for example: payments deducted from me are not
reaching my creditors; I completed my plan but no [clearance certificate](/debt-counselling/debt-review-clearance-certificate/) has been
issued despite my written request on [DATE]; the counsellor does not respond; I
believe the fees charged exceed the regulated maximums.]
What I have done so far:
I raised this with the counsellor in writing on [DATE(S)] and [their response /
they did not respond]. The issue remains unresolved.
Documents attached:
- [proof of payments / bank statements]
- [my written request(s) to the counsellor]
- [statements / fee breakdown]
- [any other relevant proof]
I request that the NCR investigate and assist in resolving this matter. Please
confirm receipt and provide a reference number for my complaint.
Yours faithfully,
[YOUR FULL NAME]
ID number: [YOUR ID NUMBER]
When to complain to the NCR
The NCR handles conduct by registered debt counsellors. Use it when your counsellor is not doing their job: your payments are being deducted but not distributed to creditors, you have paid up but cannot get your clearance certificate, the counsellor has gone silent, the firm has closed, or you believe you have been charged more than the regulated fees allow.
Before you escalate, raise the issue with the counsellor in writing and give them a fair chance to respond. The NCR will expect to see that you tried to resolve it directly. If they fix it, keep the confirmation; if they do not, your written request becomes part of the evidence for your complaint.
NCR or National Financial Ombud?
It matters who you complain to, because the two bodies handle different things. Complaints about the debt counsellor and the debt review process go to the National Credit Regulator at dccomplaints@ncr.org.za. Complaints about a credit provider - the bank, lender or store - or about the credit agreement, the listing, or how a creditor treated you, go to the National Financial Ombud (NFO), which absorbed the Credit Ombud in 2024.
So "my counsellor is not paying my creditors" or "I cannot get my clearance certificate" is an NCR matter. "My bank is still charging me wrongly" or "a credit provider listed me unfairly" is an NFO matter. Sending the complaint to the right body from the start avoids weeks of being redirected.
Make the complaint strong
A complaint is only as good as its evidence. Attach proof of every payment you made (bank statements showing the debit), any statements the counsellor sent, your written requests and their replies, and a clear timeline of what happened and when. Specifics beat adjectives: "R3,200 was deducted on the 1st of each month from January to June but my creditor statements show no payments received" is far stronger than "they took my money".
Keep the tone factual and calm. State clearly what you want - your payments traced and distributed, your clearance certificate issued, or your fees corrected - and ask for a reference number. Follow up if you do not hear back within a reasonable time, quoting that reference.
Frequently asked questions
Who do I complain to about my debt counsellor?
The National Credit Regulator (NCR), which registers and oversees debt counsellors. Send your complaint to dccomplaints@ncr.org.za with supporting documents. The NCR handles conduct issues such as missing payments or an unissued clearance certificate.
What can I complain about?
Common complaints include payments deducted but not paid to creditors, a clearance certificate not being issued after you paid up, a counsellor who does not respond, a closed firm, or fees that exceed the regulated maximums.
Should I contact the counsellor before complaining to the NCR?
Yes. Raise the issue with the counsellor in writing first and give them a chance to fix it. The NCR will want to see that you tried to resolve it directly, and your written request becomes part of your evidence.
What is the difference between the NCR and the National Financial Ombud?
The NCR handles complaints about debt counsellors and the debt review process. The National Financial Ombud, which absorbed the Credit Ombud in 2024, handles complaints about credit providers and credit agreements.
What proof should I include?
Bank statements showing your deductions, any statements from the counsellor, your written requests and their replies, your debt review reference, and a clear timeline. Specific figures and dates make the complaint much stronger.
What if my counsellor took my money but did not pay creditors?
That is a serious complaint for the NCR. Attach bank statements showing the deductions and creditor statements showing no payments received, and ask the NCR to investigate and trace the funds.
How do I check if my debt counsellor is registered?
Registered debt counsellors appear on the National Credit Regulator's records at ncr.org.za. Always verify a counsellor's registration before signing up, and quote their registration number in any complaint if you have it.
