1. Approach your own bank first

If you have a complaint, the first step is to formally notify your bank of this and follow the bank's internal complaint handling procedures. This must be done before lodging a complaint with our office as it gives the bank another chance to resolve the problem with you. When you lodge your complaint with your bank, ask for a complaint reference number. You will need this number later if you decide to lodge your complaint with our office. Find out from your bank how long the bank will take to give you a final decision on your complaint. Should your bank not respond by this date or give you a response that is not satisfactory, you may then lodge a complaint with the OBS.

2. Complete the Application for Assistance form

There are a number of ways in which you can complete a the Application for Assistance form:

1. You may contact the OBS and we will post, fax or e-mail it to you.
2. You can obtain the form from your bank branch.
3. You can download the form here, print it out and fax it to us at 011-838-0043. Please be patient as this form takes a while to download.
4. You can complete an online complaint form now and submit it to us immediately.

When you complete the form, ensure that you give the OBS a clear, logical, factual statement of events and say why you believe the bank has not acted as it should have. Make sure your writing is legible. Attach to the form copies of any documents that support your case.

3. Have patience

Once your form is received, we handle the complaint according to a set procedure. See How Complaints Are Dealt With. The average time within which a complaint is resolved is four months. We will inform you of the progress of your complaint at regular intervals.

Warning

Some complainants are rude and insulting when speaking to us on the telephone or when communicating in letters. Behaviour of this kind will not advance your case in any way. If you behave in an abusive, offensive or vexatious manner, the Ombudsman has the right to refuse to continue to investigate your complaint.