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First National Bank of SA Ltd

FNB logo

FNB Complaints Resolution

Telephone Hours
087 575 9408
+27 11 369 1088
08:00 - 17:00 Mon - Fri
08:00 - 13:00 Sat
Email Hours
care@fnb.co.za 08:00 - 17:00 Mon - Fri
08:00 - 13:00 Sat

At FNB we undertake to:

  • Act fairly and with integrity in all our dealings with you, and honour your request for confidentiality
  • Make you feel welcome, be appreciative of your business and ensure you are satisfied with our service
  • Ensure that we comply with all regulatory requirements
  • Demonstrate a sense of urgency in our dealings with you
  • Help you choose solutions and services which suit your needs and help you understand how to use these solutions, and their basic financial implications
  • Communicate with you in a clear, respectful and easy-to-understand manner and display a willingness to address your concerns
  • Keep you updated on the progress of any application, request or query
  • Provide you with clear reasons as to why we would decline any application or request
  • Make you aware of security issues and provide you with tips on how to keep your money safe

When you write to us we undertake to:

  • Acknowledge receipt of your letter or email within 24 hours
  • Commit to a date by which a full response can be expected if we cannot give you one immediately
  • Use plain language at all times to ensure that we answer the questions you have raised

When you phone us we undertake to:

  • Answer your call promptly
  • Make sure that you are contacted and assisted promptly if the person you speak to first cannot adequately deal with your query
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