About this Publication:

The Ombudsman for Banking Services (OBS) provides a dispute resolution service to bank customers who are unhappy with the services and products provided by their bank.

This practical guide explains the procedures, processes, jurisdiction and functions of the OBS, while exploring the steps followed to resolve complaints in the context of prevailing legislation.

Contents Include:

• The Office of the Ombudsman for Banking Services (OBS)

• History of the OBS
• Structure
• Role
• Powers
• Jurisdiction
• Procedures
• Reviews
• Legal implications of lodging a complaint

• The proactive role of the Ombudsman for Banking Services
• Ombudsman’s determination
• The Application for Assistance Form

• The need for formality
• Completion and submission of the form
• Communicating with the OBS

• Appendices

• Terms of Reference of the Ombudsman for Banking Services
• Application for Assistance Form
• Code of Banking Practice