getclosure! is publishing a series of interviews to increase consumer awareness about various remedy providers and the valuable role which they play in South Africa. Our first interview is with Advocate Clive Pillay, Ombudsman for Banking Services (OBS).
1. What is the primary function of the office of the Banking Ombudsman?
To resolve disputes between banks and their customers in an independent, impartial, speedy and cost-effective manner.
2. When should a consumer lodge a complaint with the office of the Banking Ombudsman?
A consumer must first lodge the complaint with his bank and afford the bank 20 days to resolve it. If the bank does not resolve it within 20 days or suggests a settlement unacceptable to the customer, then the customer comes to us to pursue on his behalf.
3. What 3 tips can you offer our readers?
- Never disclose your banking details to anyone.
- Check your statements/ balances regularly.
- Shop around for the best fee/charge package, as this differs from bank to bank.
4. How many complaints has your office handled over the last year?
Approximately 5 500 cases. Our help desk enquiry facility received 27 000 enquiries.
5. Please provide statistics on complaint outcomes achieved and consumer satisfaction levels.
55% of cases are resolved in favour of customers and 45% in favour of banks. We have a customer satisfaction questionnaire which is completed by the customer once a case is closed. We have an overwhelmingly favourable response, in the vicinity of 98%.
Click here to read the rest of this interview.
