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Finbond Mutual Bank

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Complaints

As a first point of contact we encourage you to approach your branch manager or consultant for assistance. Should the matter not be resolved to your satisfaction, you have a number of options available outlined below:

1. Please lodge your complaint in writing and submit it via one of the following:

    Post: PO Box 2127, BROOKLYN SQUARE, 0075

    E-mail: compliance@finbond.co.za

    Fax: 012 460 7285 marked attention “Compliance”

Complaints regarding deposits:

• Please attach copies of relevant related information/documentation to the   specific claim;
• Receipt of the complaint will be acknowledged in writing;
• The complaint will be forwarded to the relevant staff member depending on the type and seriousness of 
   the complaint.
• Internal follow up procedures are in place to ensure avoidance of occurrences giving rise to complaints 
   and for improving our services;
• You will be informed of the results of the investigation of the complaint within six (6) weeks of receipt of
   the complaint;
• If the complaint is not resolved within 6 weeks, you may refer the matter to the Ombudsman within six 
   (6) months;
• Where a complaint has been resolved in your favour, a full redress will to be offered to you without delay.

Complaints regarding credit:

• Please attach copies of relevant related information/documentation to the specific claim;
• Receipt of the complaint will be acknowledged in writing;
• The complaint will be forwarded to the General or Regional Manager for comment;
• Internal follow up procedures are in place to ensure avoidance of occurrences giving rise to complaints 
   and for improving our services;
• You will be informed of the investigation of the complaint within 72 hours of receipt of the complaint;
• If you are dissatisfied or if the complaint is not resolved within 10 business days, you are advised to 
   refer the matter to the Credit Ombud, the Financial Services Provider Ombud or the National Credit 
   Regulator;
• Where a complaint has been resolved in your favour, a full redress will be offered to you without delay.


2. If you are not satisfied with the resolution of your complaint, you are entitled to approach and 
     communicate with the Ombudsman for Banking Services

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