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.
- 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.
- 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.
- 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.
- You may submit your complaint in any of the official languages.
- Our service is free to complainants.
- You must submit a written mandate if a representative is making the complaint on your behalf.
- For sample mandate form click here.
- 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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