Unhappy with FNB? Learn How to Escalate Your Complaint to the Ombudsman
Are you frustrated with the service you’ve received from First National Bank (FNB)? Have you tried to resolve your issue through the bank’s internal channels, but to no avail? If so, you may want to consider escalating your complaint to the Ombudsman for Banking Services. In this article, we’ll guide you through the process of how to do so.
Why Escalate Your Complaint?
Before we dive into the process, it’s essential to understand why you might want to escalate your complaint. The Ombudsman for Banking Services is an independent and impartial organization that provides a free service to resolve disputes between banks and their customers. If you’re unhappy with the way FNB has handled your complaint, the Ombudsman can help to:
Investigate your complaint and determine whether FNB has treated you fairly
Provide a resolution to your complaint, which may include compensation or other remedies
Help to improve the banking industry as a whole by highlighting systemic issues and making recommendations for change
Step 1: Try to Resolve Your Complaint with FNB
Before you can escalate your complaint to the Ombudsman, you need to have first tried to resolve the issue with FNB. This means that you should have:
Contacted FNB’s customer service department to report your issue
Given FNB a reasonable opportunity to investigate and respond to your complaint
Received a final response from FNB, which you’re not satisfied with
If you’ve done all of this and you’re still unhappy, you can proceed to the next step.
Step 2: Gather Your Documents
To escalate your complaint to the Ombudsman, you’ll need to gather some documents. These may include:
A copy of your complaint to FNB, including the date and reference number
A copy of FNB’s final response to your complaint
Any supporting documentation, such as statements, invoices, or correspondence
Your ID and proof of address
Make sure you have all of these documents ready before you submit your complaint to the Ombudsman.
Step 3: Submit Your Complaint to the Ombudsman
To submit your complaint to the Ombudsman, you can:
Visit the Ombudsman for Banking Services website and fill out the online complaint form
Post your complaint to the Ombudsman at PO Box 5722, Johannesburg, 2000
When you submit your complaint, make sure you provide as much detail as possible, including:
A clear description of your issue
The steps you’ve taken so far to try to resolve the issue
The outcome you’re hoping for
Step 4: The Ombudsman’s Investigation
Once the Ombudsman receives your complaint, they’ll investigate the issue and gather more information if needed. This may involve:
Contacting FNB to get their side of the story
Reviewing your account records and other documentation
Considering the relevant laws and regulations
The Ombudsman will then make a decision about your complaint, which may include:
A recommendation that FNB takes a particular action, such as paying compensation or revising their decision
A finding that FNB has treated you unfairly and recommending that they change their practices
A determination that FNB has acted fairly and that your complaint is unfounded
Conclusion
If you’re unhappy with the service you’ve received from FNB, don’t give up. The Ombudsman for Banking Services is there to help you resolve your dispute and ensure that you’re treated fairly. By following the steps outlined in this article, you can escalate your complaint to the Ombudsman and get the outcome you deserve. Remember to stay calm, persistent, and patient throughout the process, and don’t hesitate to seek help if you need it.
