Purpose
Resolve
To resolve financial services complaints fairly, impartially, and efficiently.
Provide
To provide a timely, informal and accessible alternative dispute resolution service to financial service providers and their customers.
Promote
To promote financial education amongst consumers and financial institutions.
Our Vision
To be globally recognised as a trusted, world-class Ombudsman scheme, that fosters customer confidence in the financial services sector through prompt dispute resolution at no cost to the complainant.
Core Values
Accessibility
We offer multiple communications channels in all South African official languages, and our services are completely free of charge for consumers.
Efficiency
We are committed to providing prompt, effective dispute resolution services.
Fairness
We adopt an equitable approach that balances the rights and responsibilities of consumers and financial services providers.
Independence
We impartially assess each complaint on its facts, and operate without fear or favour.
Openness
We communicate clearly about our operations and achievements, and encourage positive change through sharing lessons learned.
Transparency
We provide clarity around the limits of our jurisdiction and the range of outcomes we can deliver.
