Office of the Ombud for Financial Service Providers

Overview

The mission of the Office of the Ombud for Financial Services Providers (FAIS Ombud) is to promote consumer protection and enhance the integrity of the financial services industry through resolving complaints impartially, expeditiously and economically.

The objective of the FAIS Ombud is to consider and dispose of complaints by clients against financial services providers in a procedurally fair, informal, economical and expeditious manner, and by reference to what is equitable in all circumstances.

In the investigation and disposal of a complaint, the FAIS Ombud acts independently, impartially and objectively. The complainant and any other party to the complaint are expected to give their fullest cooperation to the disposal of the complaint within a reasonable time. The services of the FAIS Ombud are not similar to those of a professional legal adviser and are confined to the mediation, conciliation or determination of complaints in terms of the FAIS Act and the Rules.