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| The Ombudsman for Banking Services
(OBS) resolves individual complaints about banking services and products. We do this impartially, speedily and confidentially.
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:
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 determination that is binding on the bank or a recommendation 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. The scheme is a section 21 company (Reg No: 2000/002577/08). The Board of Directors The governing structure of the OBS consists of a Board of Directors, comprised four independent, non-bankers, three representatives of the banks and an independent chairperson. The function of the Board is to ensure that the OBS is financially sound, to take decisions on how the OBS is to be financed and to consider the annual budget. The Board ensures the independence of the OBS, through the appointment of the OBS or acting OBS, the dismissal of the OBS, the approval of changes to the Terms of Reference, considering the Annual Report and to making recommendations to the Banking Association South Africa on changes to the Code of Banking Practice. Directors on the Board of the OBS Independent
chairperson Lesiba Jacob Mathekga Tanya Venter Tefo Raditapole
Cas Coovadia (Profile) Ina Steyn Nicky Lala Mohan The Ombudsman
CLIVE PILLAY was appointed to the position of Ombudsman for Banking Services in May 2007. He is a lawyer by training and was admitted to practice in 1976. He holds 4 law degrees including two Masters' degrees; one in Constitutional Law and one in International Law, respectively. He also holds Post Graduate Diplomas in Advanced Banking Law, Alternative Dispute Resolution (cum laude) and Compliance Management (cum laude). During the period of 1999 to 2001, he served as a Judge of the High Court of South Africa on numerous occasions. He has been to America as an exchange student on a Comparative Law Program. He has lectured at the University of Port Elizabeth and the Law Society's School for Legal Practice. During September 2005 he addressed a United nations Office on Drugs and Crime Seminar in Addis Ababa, Ethiopia. In 2008 he received the African Bankers prestigious "Banking Adjudicator of the year" award for facilitating effective dispute resolution for the South African banking public and for promoting banking industry professionalism. In October 2009 he attended the World Bank and International Monetary Fund general meetings in Istanbul, Turkey as an accredited representative. In August 2010 he received the prestigious International Star Quality Award in the Gold category in recognition of his efforts in promoting high standards in the workplace through excellence and innovation.
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