You will receive a letter of acknowledgement from us. We will ask the participant to submit a written response to the complaint within 21 working days if you have not previously lodged the complaint with them. You will be afforded an opportunity to comment on the participant’s response. We may, at any stage, request further information or comment from any of the parties. Once our investigation has been completed, we may issue a ruling or make a recommendation.

How to Complain

Please note that before you can make a complaint to the National Financial Ombud, you will need to go through the checklist below to make sure that you have completed all the necessary steps.

Contact your Financial Services Provider (Participant) first

Before you submit a complaint with the Ombudsman, you must first contact your insurer to try to resolve the problem.
If the problem remains unresolved, you may then submit a complaint to our office.

If you are still not happy, you may submit a complaint to our office

You can complain in writing by completing the prescribed application form, but we also provide a telephonic or walk-in service.
You must provide the following information: name of participant, account or policy number, full contact details, factual summary of your complaint and copies of all relevant correspondence/supporting documents referred to in the complaint.

What happens next?

You will receive a letter of acknowledgement from us.
We will ask the participant to submit a written response to the complaint within 21 working days if you have not previously lodged the complaint with them.
You will be afforded an opportunity to comment on the participant’s response.
We may, at any stage, request further information or comment from any of the parties.
Once our investigation has been completed, we may issue a ruling or make a recommendation.

What language must I submit my complaint in?

You may submit your complaint in any of the official languages.

How much does it cost?

Our service is free to complainants.

Using a representative

You must submit a written mandate if a representative is making the complaint on your behalf.
For sample mandate form click here.

Things to note when you write to us

Keep the details of your complaint as short and factual as possible.
Don’t write an angry, sarcastic, or threatening letter.
Type out your complaint if possible.
Handwritten complaints must be neat and legible so we can read them.

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Complaints

Useful Information

Contact Us

Johannesburg

110 Oxford Road,
Houghton Estate,
Johannesburg,
Gauteng,
2198

Cape Town

6th Floor, Claremont Central Building,
6 Vineyard Road,
Claremont,
Cape Town,
7700

Media Queries

For all media-related queries, please contact us on media@nfosa.co.za.