Customer Service Policy



General Queries:

Log Query on the form below:

Log Query Form

• Tel +27 (0)11-568-3497
• Email – info@stokfella.com
• Turnaround time: All queries (e.g. blocked profile, payment not reflecting, info) should be resolved within 2-3 working days

Complaint:

We encourage all complaints (e.g. claims, current balance, suspected fraud) to be logged on our complaint form for ease of reference, however you are still welcome to call.

Log Complaint below:

Log Complaint Form

• Turnaround time: All complaints should be resolved within 5 working days
• Should the complaint be more complex, it may require further investigation and could take up to 30 days for the complaint to be resolved. Weekly updates will be provided should this be the case.
• If a query or complaint is not handled within specified turnaround time above, we encourage our clients to escalate unresolved queries/complaints to our Head of Sales & Client Relationship.

All payments/claims/withdrawals are processed weekdays between 2pm - 5pm taking to account, the Club’s chosen account type (Savings or 32 Days-Notice).

Escalations:

Title: Head of Sales & Client Relationship
Names: Pearson Maake

Contact details: pearsonmaake@stokfella.com

Trading hours:

Monday to Friday (8am to 5pm) Weekends (callouts only)

Public Holidays (closed)

Download Forms:

Request Access to Records Form

Outcome of Request and Fees Form