FAQs
Good question! It’s a word you might not be familiar with, but we’re a bit like an independent judge or referee in a sports game. We’re completely independent – we look at the facts of each case and see if your Bank has treated you fairly. In other words, whether they have followed the law and the banking regulations. We never take sides and we’re always impartial. Call us on 011 712 1800.
Good question! It’s a word you might not be familiar with, but we’re a bit like an independent judge or referee in a sports game. We’re completely independent – we look at the facts of each case and see if your Bank has treated you fairly. In other words, whether they have followed the law and the banking regulations. We never take sides and we’re always impartial. Call us on 011 712 1800.
If you’ve got a complaint against your Bank, or you’re in a dispute with them, we can help resolve it and reach a fair conclusion. Best of all, our services are completely free. However, we’re not a replacement for your Bank’s usual complaints processes – before you contact us, you’ll need to go through that process. Still unhappy with the outcome? That’s when we can step in. We’re on WhatsApp – 066 473 0157
We have a pretty broad mandate, which means we can look into all sorts of complaints about banking services and administration. If you feel that your Bank has made a wrong decision or a mistake, or hasn’t applied their own rules consistently, then tell us. If you’ve lost money or experienced hassle as a result, we may be able to find you a remedy. Email us at info@obssa.co.za
Just like the banks, we also have to follow certain rules and these set limits on the kind of situations we can get involved in. Our role is to look at complaints of unfair treatment by Banks, or mistakes. We can’t deal with complaints about, for example, interest rates or situations where bank accounts have been used for criminal activities. To learn more, call us on 0860 800 900.
Many complaints involve complex questions of banking law and regulations, and we need to make sure we have all the facts before we can recommend a solution. Our target is to address each situation within 2 months of receiving a complaint, but sometimes things take a little longer. We’re always happy to update you on the progress we’re making. Call us on 011 712 1800.
The more cooperation you provide, the sooner your complaint can be resolved. You Bank might ask you to provide certain information, and we may do the same. We recommend that you keep all relevant statements and paperwork until your complaint has been fully dealt with. You can also help by responding promptly to any letters or emails that we send you. Email us at info@obssa.co.za to learn more.
We can look into complaints from any bank customer, including small businesses that have a turnover of less than R10 million per year. It’s also important that you’ve already gone through your Bank’s complaints process – until that has happened, we cannot assist. In other words, we can help most people, as long as they meet these conditions. If you want to know more, send us a message on WhatsApp – 066 473 0157.
There are three levels of findings that we can make after we’ve considered all the evidence about your complaint. The first one is an assessment or suggestion as to how to deal with the complaint. If either you or your Bank rejects this, then we can deliver a written recommendation with reasons. If this isn’t accepted, then we move to issuing a binding determination. To learn more, call us on 0860 800 900.
As the person making the original complaint, you don’t have to accept our suggestions or recommendations – although you will have to abide by any determination that we make. You can also take your Bank to court, but that would be at your own expense and we’re not able to assist with court cases. To learn more about your rights, call us on 011 712 1800.
Here’s the good news – at the Ombud, we employ excellent lawyers who specialise in banking complaints. They have years of experience in exactly this sort of situation – and their services are free of charge. If you wish, you can of course hire your own lawyer as well – but remember that you will probably have to pay all their fees, even if you win the case. Email us at info@obssa.co.za to see how we can help.
The services we provide are free – you won’t be charged by us for any assistance that we provide. The work we do is paid for by all the Banks who are members of the Ombud scheme. Despite this, we are committed to being completely independent. We don’t let the fact that the Banks pay for us affect the way we look at complaints, or the decisions that we make. For more info, WhatsApp us on 066 473 0157.
If you’ve watched some of our other FAQ animations, you’ll know that we’re 100% independent and we don’t let anyone influence us. The Ombud, Reana Steyn, is supported by a Board of Directors with the Chair being a former judge. Our independence is really important to us, and we’ll never compromise on our fairness and our impartiality. More than anything else, we want you to be able to trust us. To learn more, call us on 0860 800 900.
Sorry, we’ll have to say no – we’re not able to represent anyone. Again, that’s because we want to remain independent. So we’ll look at your complaint from your point of view, of course, but we’ll also consider what your Bank has to say. We need to make sure they get a fair hearing, too. By considering all the facts impartially, we can make sure we reach the right decision. Still have questions? Call us on 011 712 1800.
Before the pandemic, we would have said yes, but your safety and the safety of our staff is our top priority. For that reason, we’re trying not to have in-person meetings. Instead, we’ve made it easier than ever for you to contact us. You can call the OBSSA Call Centre on 0860 800 900 or 011 712 1800 during office hours, email info@obssa.co.za or even WhatsApp us on 066 473 0157. You can visit our website at www.obssa.co.za
We’re always happy to answer any questions you may have – here are some of the most common ones we hear:
The Ombudsman for Banking Services deals with complaints from bank customers who are unhappy about banking services or products.
If something has gone wrong between the bank and the customer and they cannot resolve it between them, the Ombudsman has the power to help put things right.
To learn more about what the Ombudsman for Banking Services does, visit www.obssa.co.za, connect with us on social media or call 0860 800 900.
Only bank customers who are individuals or small businesses, trusts or associations which have a turnover of R10 million or less may use our services.
Our budget is approved by the Board of Directors and the funds come from all the member banks. You will not have to pay any charges, even if your complaint is unsuccessful.
We’re always happy to answer any questions you may have – here are some of the most common ones we hear:
The Ombudsman for Banking Services deals with complaints from bank customers who are unhappy about banking services or products.
If something has gone wrong between the bank and the customer and they cannot resolve it between them, the Ombudsman has the power to help put things right.
To learn more about what the Ombudsman for Banking Services does, visit www.obssa.co.za, connect with us on social media or call 0860 800 900.
Only bank customers who are individuals or small businesses, trusts or associations which have a turnover of R10 million or less may use our services.
Our budget is approved by the Board of Directors and the funds come from all the member banks. You will not have to pay any charges, even if your complaint is unsuccessful.
