THE CODE
so and what to do if you are not satisfied with the outcome. Our
branch, customer care or call centre staff will assist you with any
queries. You might also be able to use our website for this purpose.
We will send you an acknowledgement within three business
days of receipt of your complaint to the contact details you have
provided. We will let you know what the status of the investigation
of your complaint is within 14 business days and we will give you
an estimated time limit for the complaint to be finalised by us.
When we send you our final response we will also tell you how to
take your complaint further, in the event that you are not satisfied
with the outcome.
OMBUDSMAN FOR BANKING SERVICES
If we do not resolve your dispute or you are not satisfied with the
outcome of our dispute handling process, you are welcome to make
use of the services of the Ombudsman for Banking Services. We will
also, where relevant, give you information on other Ombudsman
offices, which might have jurisdiction over your complaint.
An independent Ombudsman for Banking Services Office has
been established. The Ombudsman for Banking Services is available
at no cost to you to consider any complaint that we have not been
able to resolve with you.
The Ombudsman for Banking Services is entitled to mediate,
make a determination based on this Code or on the law where
the law is reasonably certain, or make a recommendation in other
circumstances, including those based on equity. If we decline to
accept any recommendation made by the Ombudsman for Banking
Services, then the Ombudsman may, at his or her discretion, publish
the fact that a recommendation was made and we have refused to
accept it. A determination made by the Ombudsman for Banking
Services may be made an order of the court.
All banks that are members of the Banking Association
South Africa are automatically subject to the jurisdiction of the
Ombudsman for Banking Services. We will supply you with the
Ombudsman for Banking Service’s brochure, address, telephone and
fax numbers on request and we will ensure that the Ombudsman
for Banking Service’s contact details are prominently displayed
in our branches. If we fail to resolve your dispute with us, or at
your request, we will provide you with the documentation
required to lodge a complaint with the Ombudsman for Banking
Service’s Office.
For more information, you can obtain a copy of the revised
Code of Banking Practice. Visit www.banking.org.za where the full
document is available for downloading. ■
Edition 1
SA BANKER
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