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REGULATION

Finbond Mutual Bank is regulated by the South African Reserve Bank and operates under banking license number 01102. Finbond Mutual Bank is an authorised financial services provider regulated by the Financial Services Board with FSP license number 44907. Finbond Mutual Bank is also regulated by the National Credit Regulator and operates under certificate number NCR CP 6172. 

Mutual Banks Act

National Credit Act

Code of Banking Practice

Download Complaints Procedure

Complaints

As a first point of contact we encourage you to approach your branch manager or consultant for assistance. Should the matter not be resolved to your satisfaction, you have a number of options available outlined below:

POSTAL

PO Box 2127,
BROOKLYN SQUARE,
0075

FAX

012 460 7285
marked attention “Compliance”

Complaints regarding deposits:

1

Please attach copies of relevant related information or documentation to the specific claim

2

Receipt of the complaint will be acknowledged in writing

3

The complaint will be forwarded to the relevant staff member depending on the type and seriousness of the complaint.

4

Internal follow up procedures are in place to ensure avoidance of occurrences giving rise to complaints and for improving our services

5

You will be informed of the results of the investigation of the complaint within six (6) weeks of receipt of the complaint

6

If the complaint is not resolved within 6 weeks, you may refer the matter to the Ombudsman within six (6) months;

7

Where a complaint has been resolved in your favour, a full redress will to be offered to you without delay.

Complaints regarding credit:

1

Please attach copies of relevant related information/documentation to the specific claim

2

Receipt of the complaint will be acknowledged in writing

3

The complaint will be forwarded to the General or Regional Manager for comment

4

Internal follow up procedures are in place to ensure avoidance of occurrences giving rise to complaints and for improving our services

5

You will be informed of the investigation of the complaint within 72 hours of receipt of the complaint

6

If you are dissatisfied or if the complaint is not resolved within 10 business days, you are advised to refer the matter to the Credit Ombud, the Financial Services Provider Ombud or the National Credit
Regulator

7

Where a complaint has been resolved in your favour, a full redress will be offered to you without delay

 If you are not satisfied with the resolution of your complaint, you are entitled to approach and communicate with the Ombudsman for Banking Services:

Financial Service Board (FSB)

- Consumer Education
- FAIS
- Short Term Insurance

Telephone: 0800 202 087
Fax: 012 347 0221
Email: info@fsb.co.za
Website: www.fsb.co.za
Physical Address: Riverwalk Office Park, 41 Matroosberg Road, Ashlea Gardens Ext 6, Menlo Park, Pretoria
Postal Address: P O Box 35655, Menlo Park, 0102

Ombudsman for Banking Service

Contact details:

Sharecall: 0860 800 900
Telephone: 011 712 1800
Fax: 011 483 3212
E-mail: info@obssa.co.za
Website: www.obssa.co.za
Physical Address: 1st Floor,Houghton Place,51 West Street,Houghton, Johannesburg
Postal Address: P O Box 87056, Houghton, Johannesburg, 2041

FAIS Ombud

For resolution of disputes between financial services providers and their clients

Telephone: 012 470 9080
Fax: 012 348 3447
Email: info@faisombud.co.za
Website: www.faisombud.co.za
Physical Address: Eastwood Office Park, Boabab House, Cnr. Lynnwood Road & Jacobson Drive, Lynnwood Ridge, Pretoria
Postal Address: P O Box 74571, Lynnwood Ridge, 0040

National Consumer Commission

Complaints relating to contraventions of the Consumer Protection Act, 68 of 2008

Toll Share: 012 940 4450
Fax: 0861 515 259
Email: complaints@thencc.org.za
Physical Address: Berkley Office Park, 08 Bauhinia Street, Highveld Techno Park, Centurion
Postal Address: P O Box 30251, Sunnyside, 0132

Credit Ombud

Enforcing fairness in credit and credit bureaux matters

Toll Share number: 0861 662 837
Fax number: 086 683 4644
Email: ombud@creditombud.org.za
Website: www.creditombud.org.za
Physical Address: Fernridge Office Park, 5 Hunter Street, Ferndale, Randburg

The National Credit Regulator

Complaints relating to credit agreements

Telephone: 0860 627 627
Fax: 011 554 2600
Email: complaints@ncr.org.za
Website: www.ncr.org.za
Physical Address: 127 15th Road, Randjespark, Midrand
Postal Address: P O Box 209, Halfway House, 1685 

Conflict of Interest

download the conflict of interest document