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Financial planning

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The process

When you write to us we undertake to

  • Acknowledge receipt of your correspondence within 1 business day
  • Commit to a date by when a full response can be expected if we cannot give you one immediately
  • Use plain language in our communications / answer your questions plainly

When you phone us we undertake to

  • Answer your call properly
  • Make sure you are assisted properly and keep you informed on the progress of any request/query/complaint
  • Should we not be able to help you initially, we will promptly follow up and assist you

Talk to us

By listening to our customers, we can measure our success. We ask that you make use of the channels available to tell us how you feel about our services and what you want from FNB.

Through regular customer satisfaction measurements, either electronically or by telephone, we review and monitor our performance against our service standard.

You can also tell us how you feel by sending an email to care@fnb.co.za or contacting Complaints Resolution team on 087 575 9408.

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The process

When you write to use we undertake to

  • Acknowledge receipt of your correspondence within 1 business day
  • Commit to a date by when a full response can be expected if we cannot give you one immediately
  • Use plain language in our communications / answer your questions plainly

When you phone us we undertake to

  • Answer your call properly
  • Make sure you are assisted properly and keep you informed on the progress of any request/query/complaint
  • Should we not be able to help you initially, we will promptly follow up and assist you

Talk to us

By listening to our customers, we can measure our success. We ask that you make use of the channels available to tell us how you feel about our services and what you want from FNB.

Through regular customer satisfaction measurements, either electronically or by telephone, we review and monitor our performance against our service standard.

You can also tell us how you feel by sending an email to info@fnb.co.za or contacting Query Resolution team on 087 575 9404.

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Ombudsman

Ombudsman for Banking

A Code of Banking Practice exists to govern banking relationships.

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Financial Advisory and Intermediary Services Ombudsman

Resolve disputes between the bank and you.

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Consumer Goods and Services Ombudsman

Resolving consumer goods disputes effectively and independently.

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Ombudsman for Short-term Insurance (OSTI) info

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Credit Ombudsman

The Credit Ombudsman resolves complaints that impacts a consumer's credit bureau information negatively.

Contact Details

Call Centre: 0861 OMBUDS (0861 662837)

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Consumer Goods and Services Ombudsman

The CGSO enforces the Consumer Goods and Services Industry Code of Conduct by receiving and dealing with consumer goods complaints.

Contact Details

Sharecall: 0860 000 272 (CPA)

Email: info@cgso.org.za

Physical address:
Association House
Bond Street Business Park
Cnr Bond / Kent Street
Randburg

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Ombudsman for Short-term Insurance (OSTI)

Contact Details

Tel: (011) 726-8900

Fax: (011) 726-5501

Email: info@ombud.co.za

Physical address:
First Floor
Block B
1 Sturdee Avenue
Rosebank, 2196

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Ombudsman for Banking Services

The Ombudsman for Banking Services, together with fair and just outcomes, strives to manage the relationship between the Bank and its customers.

Raise a complaint with FNB on our website

If you are unsatisfied with the outcome or if you do not get a response from us within 20 business days, you can approach the Ombudsman for assistance.

You can lodge a complaint with the Ombudsman for Banking Services.

The Ombudsman for Banking is an alternative dispute resolution body and its mandate/powers are outlined in its Terms of Reference which can be found on its website.

The Ombudsman is tasked with adjudicating matters between banks and banking customers in a fair, quick and impartial manner.

The Ombudsman is an independent body from the banks and their services are free of charge.

Ombudsman contact details

Address
110 Oxford Road, Rosebank, Johannesburg
PO Box 87056
Houghton
2041

Tel: +27 11 712 1800
Sharecall: 0860 800 900
Whatsapp number: +27 66 473 0157
Email: info@obssa.co.za
Website: www.obssa.co.za

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Financial Advisory and Intermediary Services (FAIS) Ombudsman

The FAIS Ombudsman resolves disputes between the Bank and its customers.

Claims can only be lodged with the Ombudsman if:

  • A claim occurred after 30 September 2004
  • A claim doesn't exceed R800 000

Contact Details

Telephone: 012 762 5000
Sharecall: 086 066 3274

Email: info@faisombud.co.za
Website: www.faisombud.co.za

Physical address
125 Dallas Avenue Menlyn Central,
Waterkloof Glen
Pretoria 0010

Postal address
PO Box 41
Menlyn Park
0063

Compliments and complaints

We pledge our commitment to giving you great service and helpful information. Get all the contact information if you need to contact us.

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National Consumer Commission

NCC is regulated by the Consumer Protection Act (CPA). The NCC implements the rights in the CPA by resolving disputes relating to consumer rights.

Contact details

Telephone: 012 940 4500 / 0860 026 6786

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JSE Surveillance Department

Contact details:

The Director: Market Regulation, The JSE Limited
One Exchange Square
Gwen Lane
Sandown
2196

Private Bag X991174, Sandton, 2146
Telephone: +27 11 520 7000
Email: info@jse.co.za

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National Credit Regulator

The National Credit Regulator (NCR) is responsible for the regulation of the South African credit industry.

Contact Details

Telephone: 011 554 2600

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Our service promise

We undertake to

  • Be fair and act with integrity in all our dealings with you
  • Keep your information confidential
  • Provide you with friendly service, and ensure you are satisfied with our service
  • Ensure that we comply with all regulatory requirements
  • Help you as quick as we possibly can
  • Help you choose the solutions and services that suits your needs and help you understand the financial implications involved
  • Communicate in a respectful and understandable manner
  • Always be ready to address your concerns
  • Keep you updated on the progress of any application, request or query
  • Be transparent as to why we would decline any application or request
  • Offer guidance to keep your money safe and make you aware of any security risks

The process

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Help us improve

At FNB we are open to learn new things about how to develop into a better bank. Any suggestions on how we can do this are welcome.

At FNB we undertake to

  • Be fair and act with integrity in all our dealings with you
  • Keep your information confidential
  • 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 we comply with all regulatory requirements
  • Demonstrate a sense of urgency in our dealings with you
  • How 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

The process

Compliments + complaints information

Make your voice heard

Our promise of "How can we help you?" says it all. We pledge our commitment to giving you great service and helpful information.

Service + commitment

Our service promise

At FNB we undertake to

  • Be fair and act with integrity in all our dealings with you
  • Keep your information confidential

Regulatory boards

Complaints Referral Process

Ombudsman

Resolves disputes beween you and various organisations.

Read more

National Credit Regulator (NCR)

Responsible for the regulation of the South African credit industry

Read more

National Consumer Commission

Implements the rights in the CPA by resolving disputes relating to consumer rights.

Read more

JSE Surveillance Department

The regulatory framework that governs the JSE's role as a market regulator.

Read more

Queries + suggestions

Help us improve

At FNB we are open to learn new things about how to develop into a better bank. Any suggestions on how we can do this are welcome.

At FNB we undertake to

  • Ensure we comply with all regulatory requirements

Complaints + compliments

Let your voice be heard

At FNB we strive to improve our banking experience, if you appreciate let us know

If you're not completely happy with our service, let us know

First National Bank - a division of FirstRand Bank Limited. An Authorised Financial Services and Credit Provider 1929/001225/06 (NCRCP20).