The Banking Department of the NFO’s Banking & Credit Division has led the way in terms of resolution time, with the average being just 57 days in the first half of 2026. This is a noticeable improvement when compared to the same period in 2025 (65 days), especially in the context of this division receiving the largest number of complaints.

Efficiency is one of the hallmarks of NFO operations, and the levels of professionalism attained by all team members mean that targets continue to be met (or exceeded), even in the face of increased workload and growing expectations. Accuracy and thoroughness dictate that sufficient time must be taken to resolve each

case, whilst being conscious that expediting resolutions is in the best interests of all stakeholders.

Nerosha Maseti, Lead Ombud of the NFO’s Banking & Credit Division, has identified the merger of the former Banking and Credit Divisions as just one factor behind the growth in the new Division’s workload. Having successfully merged and undergone a period of consolidation, the new Division is ideally placed to serve financial services consumers.

Increasing public awareness of the role and competencies of the NFO, and a commensurate increase in public confidence, have been the greatest drivers in the growth in caseload, while improvements in key performance metrics (such as case closure times) will likely contribute to these positive trends going forward.

Read more in our BI-Annual Trend Report January – June 2026 →