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Complaints process

Make your voice heard

We are a values-driven bank, united by a shared purpose to serve you. We are committed to delivering exceptional service and helping you every step of the way.

How to log a complaint

We take every concern seriously. If you have a complaint about something we've done, here's how you can let us know so we can resolve it quickly and fairly.

Step 1: Get in touch

  • Log in to your FNB App or Online Banking profile > Menu > Contact us.
  • Call our complaints resolution team at 087 575 9408.
  • Send an email to care@fnb.co.za with details of your complaint.
  • Visit an FNB branch.

Step 2: Give details

  • Your full name, business name (if applicable) and contact details.
  • A detailed description of your complaint.
  • All other relevant information, documents or evidence related to the complaint.

Step 3: Await feedback

  • We'll confirm receipt of your complaint within 1 business day.

The complaint resolution process

From review to resolution, we follow a clear and fair process, and we keep you informed every step of the way.

Step 1: Initial review

  • Our team will review your complaint and may contact you for further information.

Step 2: Investigation

  • We will investigate your complaint thoroughly and fairly.
  • Complex complaint matters may follow an internal escalation process to ensure adequate attention.

Step 3: Resolution

  • We aim to resolve complaints within 5 business days. If more time is needed, we will keep you informed of the progress.

Step 4: Feedback

  • Once resolved, we will provide you with a detailed response and any actions taken.

Escalate your complaint

If you're not satisfied with how we've resolved your complaint, you have the right to take the matter further. You can escalate your complaint to the relevant independent bodies for additional review and support.

FAIS Ombudsman
Information Regulator
National Financial Ombud Scheme (NFO)
Financial Sector Conduct Authority
Consumer Goods and Services Ombud
The National Credit Regulator (NCR)
National Consumer Commission
JSE Market Regulation

Financial Advisory and Intermediary Services (FAIS) Ombudsman

The FAIS Ombudsman resolves disputes between the bank and its customers.

Claims can only be lodged with the FAIS Ombudsman if:

  • A claim occurred after 30 September 2004
  • A claim doesn't exceed R800 000

Contact details

Physical address:
125 Dallas Avenue, Menlyn Central
Waterkloof Glen
Pretoria
0010

Postal address:
P.O. Box 41
Menlyn Park
0063

Telephone: 012 762 5000

Shared call: 086 066 3274

Email: info@faisombud.co.za

Website: www.faisombud.co.za

Information Regulator

The Information Regulator (South Africa) is, among others, empowered to monitor and enforce compliance by public and private bodies with the provisions of the POPIA Act.

Contact details

Physical address:
JD House, 27 Stiemens Street
Braamfontein
Johannesburg
2001

Physical address:
P.O. Box 31533
Braamfontein
Claremont
Johannesburg
2017

Telephone: 010 023 5200

Email: enquiries@inforegulator.org.za

Website: https://inforegulator.org.za/

National Financial Ombud Scheme (NFO)

The NFO is tasked with adjudicating matters between banks and banking customers in a fair, quick and impartial manner.

Contact details

Physical address:
110 Oxford Road
Houghton Estate
Johannesburg
Gauteng
2198

Physical address:
6th Floor, Claremont Central Building
6 Vineyard Road
Claremont
Cape Town
7700

NFO call centre: 086 080 0900

Email: info@nfosa.co.za

Website: www.nfosa.co.za

Financial Sector Conduct Authority (FSCA)

The FSCA was established to be the dedicated market conduct regulator in South Africa's Twin Peaks regulatory model implemented via the Financial Sector Regulation Act. Their mandate includes all financial institutions that provide a financial product and/or a financial service as defined in the Financial Sector Regulation Act.

Contact details

Physical address:
P.O. Box 35655
Menlo Park
0102

Contact centre: 080 020 3722

For the digital form related to complaints and queries, please visit the FSCA website.

Consumer Goods and Services Ombud (CGSO)

The CGSO receives and assists in resolving complaints by consumers against members (participants) of the Consumer Goods and Services Industry in terms of the Consumer Protection Act (CPA) and enforce the Industry Code of Conduct.

Contact details

Physical address:
292 Surrey Avenue
Ferndale
Randburg

Telephone: 011 781 2607

Shared call: 086 000 0272

Email: info@cgso.org.za

The National Credit Regulator (NCR)

The National Credit Regulator (NCR) is responsible for the regulation of the South African credit industry.

Contact details

Physical address:
127 15th Road
Randjespark
Midrand
1683

Call centre: 086 062 7627

Email: info@ncr.org.za

Complaints: complaints@ncr.org.za

National Consumer Commission

The NCC is the South African regulatory body, established in terms of Section 85 of the Consumer Protection Act No. 68 of 2008 (CPA). The primary role of the NCC is to protect the interests of consumers and ensure accessible, transparent and efficient redress for consumers.

Contact details

Physical address:
Block C, South African Bureau of Standards Campus
01 Dr. Lategan Road
Groenkloof
Pretoria

Contact centre: 012 065 1940

Email: info@jse.co.za

JSE Market Regulation

The Market Regulation Department ensures integrity and fairness in JSE markets by enforcing rules, monitoring trading, and investigating breaches to uphold transparency.

Contact details

Physical address:
One Exchange Square, Gwen Lane
Sandown
2196

Physical address:
Private Bag X991174
Sandown
2146

Telephone: 011 520 7000

Email: info@jse.co.za

First National Bank - a division of FirstRand Bank Limited. An Authorised Financial Services and Credit Provider 1929/001225/06 (NCRCP20).

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Physical address

4 Merchant Place
Corner Fredman Drive and Rivonia Road
Sandton
2196

Postal address

PO Box 650149
Benmore
2010