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Sample Cases

Unauthorised Debit Orders

The complainant noticed unauthorised debit order amounts and approached the bank, which advised that...


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Unauthorised Credit Card Withdrawals

The complainant noticed unauthorised withdrawals on her credit card, seemingly at the hands of her s...


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Reckless Credit

The employers of an elderly, illiterate, widowed domestic worker helped her to take out a bond and t...


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Property Scam

On relocating to Cape Town, the complainant found a place to live through Gumtree. She paid a holdin...


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Placing a Hold on an Account

The complainant wanted holds removed from two accounts held with two different banks. It later trans...


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Money not Deposited

Case 1The complainant, a physiotherapist, received a call from her patient's father, stating that he...


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Investment Funds

On giving notice on his investment account, the complainant asked the bank to transfer his investmen...


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Immovable Property Purchased from the Bank

The complainant bought a property from the bank for R250 000. He paid a deposit and secured the guar...


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Home Loan Account

When the complainant settled his home loan, he was advised by the bank to keep the account open and ...


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Fraudulent Credit Card Withdrawals

The customer requested an SMS notification facility on her new account. The card was allegedly kept ...


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Flexi Facility on Home Loan Account

The complainant asked the bank to activate a flexi facility on his home loan account. Although the b...


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Cloned Motor Vehicle

The complainant's motor vehicle was repossessed by the bank as his account was in arrears.Subsequent...


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Exchange Control Rates

The complainant transferred R120 000 from his account in Italy to his bank account in South Africa. ...


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Cellphone Banking Fraud

More than R60 000 was stolen from the complainant's account using a cellphone banking facility for w...


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Building Loan

The complainant's building loan application was approved. He used his salary to buy building materia...


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About Us

The Ombudsman for Banking Services (OBS) resolves individual complaints about banking services and products. We do this in an impartial, independent, confidential and speedy manner.

Any bank customer who has a complaint against his or her bank may approach the OBS for assistance. The service is free and the only requirements that must be met are that:

The complaint must be within our jurisdiction
The customer must have followed the bank's complaint handling procedures before approaching the scheme for assistance.
We resolve complaints by investigating matters according to the rules of the scheme. If the matter has not been resolved by negotiation after investigation, a formal decision may be taken. The decision may be in the form of a recommendation that is binding on the bank or a determination that is not.

A complainant is free to sue in court or enter into any other dispute resolving process at any time while the complaint is being dealt with by the scheme, provided he or she informs us of this so that we can close the file. The scheme developed from the Office of the Banking Ombudsman that was established in 1997. Since 2000, the scheme has operated entirely independently of the banks. The OBS is an independent and impartial body that reports to the Board of the OBS, not to the banks. We cannot make rules for the banking industry or deal with policy issues, nor can we give general advice about banking or financial matters. Commercial decisions taken by banks regarding fees or the granting of credit are out of our jurisdiction unless maladministration has occurred. As such we cannot assist you in getting the bank to approve credit or alter your terms of repayment on a loan. The scheme has several lawyers and ex-bankers on its staff.

Legal structure of the scheme is an organisation for non-profit (NPC) registration no. 2000/002577/08.

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