Welcome to NFO South Africa
The National Financial Ombud Scheme (NFO) is an independent body that resolves complaints brought by consumers against South African financial institutions – for free!
About Us
Complaints Process
Every complaint the NFOs receives is taken seriously. We are also committed to ensuring that any lessons learned in our review process are recommended and applied across our participant banks, credit providers, short-term insurers and long-term insurers.
Complaints Process
Our Members
The participants of the NFO is made up of companies and institutions from the following financial sectors: Banking, Credit provision, Short-Term Insurers, Long-Term Insurers. Choose the financial sector relevant to your purposes for a list of participating companies.
View Participating Members
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Welcome to NFO South Africa

If you have a complaint against your financial services provider, you’re in the right place! The National Financial Ombud Scheme (NFO) is an independent body that resolves complaints brought by consumers against South African financial institutions – for free!

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Complaints Process

When a complaint is lodged with the NFO, every attempt is made to establish and record whether the complainant should be identified as a “vulnerable complainant”.

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Contact Us

Any consumer with a complaint about their financial services provider may approach the National Financial Ombud Scheme (NFO) for our free assistance.

About NFO

The primary purpose of the National Financial Ombud Scheme (NFO) is to resolve consumer complaints against financial service providers. As an independent organisation, we commit to resolve disputes impartially, speedily, confidentially and in an open, informal and approachable way – at no charge to the complainant.

The financial service providers within the NFO’s jurisdiction are those provided by our Participants, who comprise:

  • Banks
  • Credit Providers
  • Short-Term Insurers (Non-Life Insurance)
  • Long-Term Insurers (Life Insurance)

You can view a full list of our Participants here.

Lodging a Complaint?

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How to Complain

All of the steps involved to making your complaint.

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Complaints Process

The complaints procedure described in detail.

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FAQ's

FAQ’s from financial services customers/consumers.

Newsroom

Click on the articles below to read our most recent news, to find out more about the work of the NFO, and our involvement. in our corporate social investment initiatives.

Media Releases

Media Release – 18/07/2024

Reporting on the 2023 Annual Report for the Ombudsman of Banking Services (OBS), former Banking Ombudsman Reana Steyn,  reflected on the past 23 years of the office’s existence.

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Media Releases

Media Release – 28/06/2024

The Ombudsman for Long-term Insurance (OLTI) and the Ombudsman for Short-term Insurance (OSTI) have published their last joint annual report for 2023, as they have now been incorporated into the National Financial Ombud Scheme South Africa (NFO).

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Media Releases

Media Release – 19/06/2024

South African consumers across the board find themselves increasingly under pressure due to the high cost of living and other factors outside their control, such as the increasing food and petrol prices, with most of their budget going towards essentials.

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Media Releases

Media Release – 03/06/2024

The National Financial Ombud Scheme (NFO) today confirmed the appointment of Nerosha Maseti as Lead Ombud of the Banking Division. “Nerosha brings over 18 years of Banking Ombudsman experience to her new role. She has proven abilities as a leader and in all aspects of Ombud operations, and we are excited to see where she takes the Banking Division going forward…”

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Media Releases

Media Release – 10/04/2024

The newly-formed National Financial Ombud Scheme (NFO) today announced the appointment of its first Head Ombud, Reana Steyn. “Reana’s extensive expertise and vast experience with the OBS, Credit Ombud and at one of the leading insurers, as well as her leadership position, her qualification as an attorney, coupled with her people management experience and training of staff of the previous schemes…

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