{"id":733903,"date":"2023-11-27T09:38:48","date_gmt":"2023-11-27T07:38:48","guid":{"rendered":"https:\/\/businesstech.co.za\/news\/?p=733903"},"modified":"2023-11-27T09:38:48","modified_gmt":"2023-11-27T07:38:48","slug":"the-best-bank-at-resolving-complaints-in-south-africa","status":"publish","type":"post","link":"https:\/\/businesstech.co.za\/news\/banking\/733903\/the-best-bank-at-resolving-complaints-in-south-africa\/","title":{"rendered":"The best bank at resolving complaints in South Africa"},"content":{"rendered":"\n

The Ombudsman for Banking Services (OBS) has revealed the top bank and banking employees that had delivered excellent service and performance in dealing with customer complaints.<\/p>\n\n\n\n

The OBS Annual Banking Awards ceremony was held in Johannesburg on 24 November, and the OBS, Reana Steyn, recognised those banks and their staff that had delivered excellent service and performance judged on how they handled disputes during the OBS\u2019s 2022\/23 financial year.<\/p>\n\n\n\n

Steyn also shared her appreciation for banks that have best co-operated with her office in resolving customers\u2019 complaints.<\/p>\n\n\n\n

The ceremony, an annual event for the past 17 years, was the last of its kind. This is because a new ombudsman scheme for the financial services industry comes into effect next year. <\/p>\n\n\n\n

“On 1 March 2024, the four voluntary financial ombud schemes \u2013 the OBS, Long-term Insurance Ombudsman, Credit Ombud and Short-Term Insurance Ombudsman \u2013 will amalgamate into a single new entity,” the OBS said. <\/p>\n\n\n\n

\u201cIn as much as the OBS has functioned as an independent non-profit organisation, and the banks recognise the authority of the ombudsman, the work that we do \u2013 and the work ombudsmen under the new system will do \u2013 cannot be fully accomplished without the co-operation of all the banks involved,\u201d Steyn added.<\/p>\n\n\n\n

\u201cWe have set measurable standards for the banks, which have reflected our values in promising to deliver a free, impartial and speedy resolution of banking complaints,\u201d she said.<\/p>\n\n\n\n

This year\u2019s winning banks<\/strong><\/p>\n\n\n\n

There were two categories in the OBS Annual Banking Awards: A (big banks) and B (smaller banks).<\/p>\n\n\n\n

For both categories, the criteria were:<\/p>\n\n\n\n

\u25cf     The quality of the bank\u2019s written replies to the office in response to specific complaints;<\/p>\n\n\n\n

\u25cf     The response time; and<\/p>\n\n\n\n

\u25cf     The overall fairness of the response.<\/p>\n\n\n\n

Category A<\/strong><\/p>\n\n\n\n

In category A, which comprises the \u201cbig\u201d banks, the nominees were ABSA, FNB, and Standard Bank.<\/p>\n\n\n\n

The 2023 award went to FNB<\/strong>.<\/p>\n\n\n\n

\"\"<\/a><\/figure>\n\n\n\n

Category B<\/strong><\/p>\n\n\n\n

In Category B, the nominees were Investec, Postbank and Access Bank.<\/p>\n\n\n\n

The award went to\u00a0Investec.<\/strong><\/p>\n\n\n\n

\"\"<\/a><\/figure>\n\n\n\n
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Bank staffer awards<\/strong><\/p>\n\n\n\n

An individual effort was also recognised with an award for bank staff members who impressed with their consistently excellent service. <\/p>\n\n\n\n

The following criteria were applied:<\/p>\n\n\n\n