The Ombudsman for Banking Services’ annual report for 2023, has named FNB as the bank with the quickest turnaround time to close complaints.
According to the report, FNB has a low percentage of referrals convert into formal complaints, indicating that the bank provides help to customers upon receipt of the referral, and only 37% converts to formal complaints.
FNB’s conversion rate from referral to formal complaint is the best in the industry and most cases were decided in favour of the bank – particularly those involving fraud, phishing, and the freezing of accounts when necessary. FNB reflected a 77% ruling of cases found in favour of the bank for 2023.
FNB CEO Harry Kellan comments: “The Ombud plays a crucial role in assisting both customers and banks in resolving complaints and disputes. Although the cases brought to the Ombud represent a minor segment of our total customer interactions, we regard the Ombud process and its feedback with great importance.”