Legal
Complaints procedure
How to complain to Detour, what happens next, and where else you can go.
Effective October 23, 2026
Back to all legal documentsDetour Capital is a short-term payday loan from Pronto Loans, a registered credit provider (NCRCP 10240). Read Pronto Loans' terms and conditions.
This procedure applies to a complaint about Detour Holdings t/a Detour Limited (Pty) Ltd, registration number 2025/819492/07 ("Detour"): about our service, our staff, an amount we charged or collected, or something we told you.
It is Detour's own procedure. Detour is not a financial services provider and is not a registered credit provider, so this is not a complaints process under the Financial Advisory and Intermediary Services Act or the National Credit Act. Where your complaint is really about somebody else, the last section says where it goes.
How to complain
Start with support. Most things are settled there within a day, and nothing here requires you to go further if it is.
- Support, by WhatsApp
- +27 67 424 8163
- Support, by phone
- +27 67 424 8163
Tell us who you are, what happened and when, what you would like done about it, and give us a reference if you have one: a listing reference, an application reference or a payment reference. It helps if you say up front that you are making a complaint, so it is treated as one.
What happens next
- We acknowledge your complaint within 2 working days and give you a reference.
- We look into it, and may come back to you for more detail.
- We give you an answer within 15 working days. If we cannot, we tell you why and when we will.
- The answer says what we found, what we are doing about it, and what you can do if you are not satisfied.
We keep a record of every complaint, what it was about and how it ended, and we read them for patterns.
If you are not satisfied
Ask for it to be escalated. It goes to a director, who answers within a further 10 working days. That is Detour's final response.
Nothing in this procedure stops you going to a regulator, an ombud or a court at any point, and nothing in it is a condition of doing so.
When the complaint is about somebody else
Some things Detour arranges are provided by other people, and a complaint about those is theirs to answer. We will tell you who, and pass the complaint on if you ask us to.
- Insurance, cover and claims: the broker is KMJ One Capital, FSP 48696. A complaint about advice, a policy or a claim goes to them, and then to the FAIS Ombud or the National Financial Ombud Scheme.
- Credit, including Detour Capital: the credit provider who granted it (for Detour Capital, Pronto Loans), then the National Credit Regulator or the Credit Ombud.
- Your earnings, your rating or your account on an e-hailing or delivery platform: that platform.
- How we handled your personal information: our Privacy Policy, and then the Information Regulator.
- A consumer complaint: the National Consumer Commission.
Who to contact
- Support
- +27 67 424 8163
- Information Regulator
- inforeg.org.za
