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How do I complain, and who do I contact first?

By SortMyCover editorial team. Last reviewed . Fact-checked by SortMyCover editorial team on . See our editorial policy.

Short answer

Complain to SortMyCover first at hello@sortmycover.co.za, or type COMPLAINT in a SortMyCover WhatsApp chat. We reply within 48 hours. A complaint about an adviser's advice goes to the adviser's firm, then the FAIS Ombud. Other bodies cover other topics. This is information, not advice.

Which body to contact depends on what the complaint is about. This page sets out the order. Each one is a plausible route. None of them is a promise of a particular outcome.

Who do I contact first?

Start with SortMyCover if the complaint is about SortMyCover. That means the booking, a message you received, how your details were used or anything on this website.

  • Email hello@sortmycover.co.za.
  • Or type COMPLAINT in any SortMyCover WhatsApp chat.
  • SortMyCover replies within 48 hours.

Say what happened, when, and what you would like done. Do not send ID numbers, bank details or health details.

What if the complaint is about the adviser's advice or a product?

SortMyCover does not give advice and does not sell products. A complaint about advice you were given, or about a product, goes to the adviser, in this order:

  1. The adviser's firm. Use its own complaints process. The adviser can tell you how.
  2. The FAIS Ombud (faisombud.co.za), if the firm does not resolve it. The FAIS Ombud deals with complaints about authorised financial services providers and their representatives.

The FAIS Ombud is a route for the adviser. It is not a route for SortMyCover itself, because SortMyCover is not a financial services provider. To confirm who the adviser is, see how to check an adviser.

What if the complaint is about consumer protection?

The National Consumer Commission (thencc.org.za) handles consumer-protection complaints. It is a plausible route for a complaint about SortMyCover, after you have raised it with SortMyCover.

What if the complaint is about my personal information?

The Information Regulator (inforegulator.org.za) deals with complaints about how personal information is handled. You can go to it if you are not happy with how SortMyCover or an adviser used your details. What happens to your details explains how SortMyCover handles them.

What if the complaint is about an advert?

The Advertising Regulatory Board (arb.org.za) deals with complaints about advertisements. If an advert led you to SortMyCover and you think it was misleading, this is a plausible route.

What if I am not sure which body to pick?

Start from the topic. If it is about the booking or about SortMyCover, begin with SortMyCover. If it is about advice or a product, begin with the adviser's firm. Personal information and adverts have their own bodies, named above. You can also write to hello@sortmycover.co.za and ask which route fits.

How do I write a complaint?

A short message works. Say what happened, the date, the names involved and what outcome you are asking for. Add the adviser's name and FSP number if the complaint is about an adviser.

Is any route a promise of a result?

No. Each body has its own rules about what it can look at and what it can do. Contacting one is not a promise that it will take the matter on or decide in your favour. Each body's own website sets out what it covers.

What should I keep?

Keep your messages, the date and time of the call, and the adviser's name and FSP number. Each body will ask what happened and when. Rules and time limits differ between them, so read each body's own page before you send anything.

Sources

  • FAIS Ombud, FAIS Ombud. Page seen October 2026. Used for: The FAIS Ombud deals with complaints about financial services providers and their advice.
  • National Consumer Commission, National Consumer Commission. Page seen October 2026. Used for: Consumer-protection complaints.
  • Information Regulator, Information Regulator (South Africa). Page seen October 2026. Used for: Complaints about personal information.
  • Advertising Regulatory Board, Advertising Regulatory Board. Page seen October 2026. Used for: Complaints about an advertisement.
  • SortMyCover privacy notice, SortMyCover. Page seen October 2026. Used for: SortMyCover's own complaint channels and reply time.

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