Resolving Disputes with FNB: A Step-by-Step Guide to Reaching the Ombudsman
As a customer of First National Bank (FNB), you expect a high level of service and fair treatment. However, sometimes disputes can arise, and it’s essential to know how to resolve them efficiently. If you’re unable to resolve an issue with FNB directly, you can escalate your complaint to the Ombudsman for Banking Services (OBS). In this article, we’ll provide a step-by-step guide on how to resolve disputes with FNB and reach the Ombudsman if necessary.
Step 1: Contact FNB’s Customer Service
Before escalating your complaint to the Ombudsman, try to resolve the issue with FNB’s customer service team first. You can contact them via:
Mail: Send a written complaint to FNB’s Complaints Department, PO Box 1153, Johannesburg, 2000
When escalating your complaint, provide a clear and concise summary of the issue, including any relevant reference numbers or details. The Complaints Department will investigate your complaint and respond to you in writing.
Step 3: Contact the Ombudsman for Banking Services (OBS)
If FNB’s Complaints Department is unable to resolve your issue to your satisfaction, or if you’re not happy with their response, you can contact the Ombudsman for Banking Services (OBS). The OBS is an independent and impartial body that resolves disputes between banks and their customers.
To contact the OBS, you can:
Phone: 011 712 1800 (available Monday to Friday, 8am to 4pm)
Online: Submit a complaint form on the OBS website
Mail: Send a written complaint to the OBS, PO Box 572, Randburg, 2125
When contacting the OBS, provide a detailed summary of your issue, including all relevant correspondence with FNB. The OBS will investigate your complaint and attempt to resolve the dispute through mediation or adjudication.
What to Expect from the OBS
The OBS will:
Investigate your complaint and gather all relevant information
Attempt to mediate a resolution between you and FNB
Make a decision on your complaint if mediation is unsuccessful
Provide a written response outlining their findings and decision
The OBS’s decision is binding on FNB, but you can appeal to the courts if you’re not satisfied with the outcome.
Tips for Resolving Disputes with FNB
To increase your chances of resolving your dispute with FNB efficiently, remember:
Keep a record of all correspondence and communication with FNB
Provide clear and concise information about your issue
Be patient and persistent in pursuing a resolution
Escalate your complaint to the OBS if you’re not satisfied with FNB’s response
By following these steps and tips, you can effectively resolve disputes with FNB and reach the Ombudsman for Banking Services if necessary. Remember to stay calm, persistent, and informed throughout the process to ensure a fair and efficient resolution to your issue.
