- The complaint must be within our jurisdiction
- The customer must have followed the bank’s complaint handling procedures before approaching the OBS for assistance.
A complainant is free to sue in a court or enter into any other dispute resolving process at any time whilst the complaint is being dealt with by the OBS, provided he or she informs us of this so that we can close the file. We cannot make rules for the banking industry or deal with policy issues, nor can we give general advice about banking or financial matters. Commercial decisions taken by banks regarding fees or the granting of credit are out of our jurisdiction unless maladministration has occurred. As such we cannot assist you in getting the bank to approve credit or alter your terms of repayment on a loan. The OBS is registered as an organisation for non-profit (NPC) under registration no. 2000/002577/08.