[et_pb_section fb_built=”1″ custom_padding_last_edited=”off|desktop” admin_label=”Header” _builder_version=”4.27.2″ use_background_color_gradient=”on” background_color_gradient_stops=”gcid-5f6bf62c-0090-417a-b773-9be311ba96ff 0%|gcid-5f6bf62c-0090-417a-b773-9be311ba96ff 100%” background_image=”https:\/\/demosite.ombudcouncil.org.za\/wp\/wp-content\/uploads\/2024\/10\/architect-11.png” background_size=”contain” background_position=”bottom_right” custom_padding_tablet=”||||false|false” custom_padding_phone=”||||false|false” da_disable_devices=”off|off|off” locked=”off” global_colors_info=”{%22gcid-5f6bf62c-0090-417a-b773-9be311ba96ff%22:%91%22background_color_gradient_stops%22%93}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row _builder_version=”4.27.2″ max_width=”1200px” custom_padding=”4%|4%|4%|4%|true|true” border_color_all=”#16252D” border_width_bottom=”8px” border_color_bottom=”gcid-505de1b7-d533-459f-a484-4cb342882370″ border_width_left=”8px” border_color_left=”gcid-505de1b7-d533-459f-a484-4cb342882370″ global_colors_info=”{%22gcid-505de1b7-d533-459f-a484-4cb342882370%22:%91%22border_color_bottom%22,%22border_color_left%22%93}”][et_pb_column type=”4_4″ _builder_version=”4.16″ global_colors_info=”{}”][et_pb_text _builder_version=”4.27.2″ header_font=”Heebo|900||on|||||” header_text_color=”#FFFFFF” header_font_size=”60px” header_letter_spacing=”2px” header_line_height=”1.2em” header_font_size_tablet=”40px” header_font_size_phone=”24px” header_font_size_last_edited=”on|phone” locked=”off” global_colors_info=”{}”]<\/p>\n
[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.27.2″ _module_preset=”default” background_enable_pattern_style=”on” background_pattern_style=”honeycomb” background_pattern_color=”gcid-17a2e667-e20d-4e48-8c9c-e5a743591e0a” da_disable_devices=”off|off|off” global_colors_info=”{%22gcid-17a2e667-e20d-4e48-8c9c-e5a743591e0a%22:%91%22background_pattern_color%22%93}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row _builder_version=”4.27.2″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.27.2″ _module_preset=”default” global_colors_info=”{}”][et_pb_toggle title=”What is the Ombud Council’s Mandate?” open_toggle_text_color=”gcid-505de1b7-d533-459f-a484-4cb342882370″ open_toggle_background_color=”#FFFFFF” closed_toggle_text_color=”gcid-505de1b7-d533-459f-a484-4cb342882370″ _builder_version=”4.27.4″ _module_preset=”default” title_font_size=”30px” body_text_color=”gcid-5f6bf62c-0090-417a-b773-9be311ba96ff” body_font_size=”21px” body_line_height=”1.8em” background_color=”gcid-5f6bf62c-0090-417a-b773-9be311ba96ff” border_radii=”on|25px|25px|25px|25px” global_colors_info=”{%22gcid-505de1b7-d533-459f-a484-4cb342882370%22:%91%22background_color__hover%22,%22closed_toggle_text_color%22,%22open_toggle_text_color%22,%22open_toggle_text_color__hover%22%93,%22gcid-5f6bf62c-0090-417a-b773-9be311ba96ff%22:%91%22background_color%22,%22closed_toggle_text_color__hover%22,%22body_text_color%22%93}” background__hover_enabled=”on|desktop” background_color__hover=”#ffad00″ background_enable_color__hover=”on” open_toggle_text_color__hover_enabled=”on|hover” title_text_color__hover_enabled=”on|desktop” closed_toggle_text_color__hover_enabled=”on|hover” closed_toggle_text_color__hover=”#0c1842″ open_toggle_text_color__hover=”#ffad00″]<\/p>\n
The Ombud Council is a statutory body established in terms of the Financial Sector Regulation Act, 2017 (FSR Act). In terms of the Act, the Ombud Council\u2019s objective is\u00a0\u201cto assist in ensuring that financial customers have access to, and are able to use, affordable, effective, independent and fair alternative dispute resolution processes for complaints about financial institutions in relation to financial products, financial services, and services provided by market infrastructures\u201d<\/em>\u00a0(section 176 of the FSR Act).<\/p>\n The FSR Act sets out the Council\u2019s functions and confers a range of supervision and enforcement powers over ombud schemes. In effect, our role is to act as the \u201cregulator\u201d of ombud schemes.<\/p>\n [\/et_pb_toggle][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.27.2″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.27.2″ _module_preset=”default” global_colors_info=”{}”][et_pb_toggle title=”When should you complain to the Ombud Council about an ombud scheme?” open_toggle_text_color=”#ffad00″ open_toggle_background_color=”#FFFFFF” closed_toggle_text_color=”gcid-505de1b7-d533-459f-a484-4cb342882370″ _builder_version=”4.27.2″ _module_preset=”default” title_font_size=”30px” body_text_color=”#0c1842″ body_font_size=”21px” body_line_height=”1.8em” background_color=”gcid-5f6bf62c-0090-417a-b773-9be311ba96ff” border_radii=”on|25px|25px|25px|25px” global_colors_info=”{%22gcid-505de1b7-d533-459f-a484-4cb342882370%22:%91%22background_color__hover%22,%22closed_toggle_text_color%22%93,%22gcid-5f6bf62c-0090-417a-b773-9be311ba96ff%22:%91%22background_color%22,%22closed_toggle_text_color__hover%22,%22open_toggle_text_color%22%93}” background__hover_enabled=”on|desktop” background_color__hover=”#ffad00″ background_enable_color__hover=”on” open_toggle_text_color__hover_enabled=”on|hover” title_text_color__hover_enabled=”on|desktop” closed_toggle_text_color__hover_enabled=”on|hover” closed_toggle_text_color__hover=”#0c1842″ open_toggle_text_color__hover=”#ffad00″]<\/p>\n The Ombud Council\u2019s enforcement powers enable us to take various regulatory actions \u2013 including conducting investigations \u2013 against ombud schemes where a scheme contravenes or is likely to contravene a\u00a0financial sector law<\/strong>, insofar as that law relates to ombud schemes. Certain actions may also be taken where an ombud scheme has contravened its own\u00a0governing rules<\/strong>\u00a0in a material way. The governing rules of industry ombud schemes are available (here<\/a>).<\/p>\n The Ombud Council can therefore only deal with a query against an ombud scheme that indicates that this type of contravention has occurred or is likely to occur.\u00a0 If you have this type of query against an ombud scheme, please send an e-mail to\u00a0enquiries@ombudcouncil.org.za<\/a>.<\/p>\n [\/et_pb_toggle][et_pb_toggle title=”What the Ombud Council cannot do” open_toggle_text_color=”#ffad00″ open_toggle_background_color=”#FFFFFF” closed_toggle_text_color=”gcid-505de1b7-d533-459f-a484-4cb342882370″ _builder_version=”4.27.2″ _module_preset=”default” title_font_size=”30px” body_text_color=”#0c1842″ body_font_size=”21px” body_line_height=”1.8em” background_color=”gcid-5f6bf62c-0090-417a-b773-9be311ba96ff” hover_enabled=”0″ border_radii=”on|25px|25px|25px|25px” global_colors_info=”{%22gcid-505de1b7-d533-459f-a484-4cb342882370%22:%91%22background_color__hover%22,%22closed_toggle_text_color%22%93,%22gcid-5f6bf62c-0090-417a-b773-9be311ba96ff%22:%91%22background_color%22,%22closed_toggle_text_color__hover%22,%22open_toggle_text_color%22%93}” background__hover_enabled=”on|desktop” background_color__hover=”#ffad00″ background_enable_color__hover=”on” open_toggle_text_color__hover_enabled=”on|hover” title_text_color__hover_enabled=”on|desktop” closed_toggle_text_color__hover_enabled=”on|hover” closed_toggle_text_color__hover=”#0c1842″ open_toggle_text_color__hover=”#ffad00″ sticky_enabled=”0″]<\/p>\n The Ombud Council does not have any jurisdiction over the conduct of financial institutions. We therefore cannot deal with complaints against financial institutions, and these complaints should be submitted to the applicable ombud scheme. Details of applicable ombud schemes are set out (here<\/a>).<\/p>\n It is also not our role to become involved in, or review or reconsider the outcome of any specific complaints handled by ombud schemes. This would be inconsistent with our mandate to protect the independence and impartiality of ombuds (section 177(1)(c) of the FSR Act.)<\/p>\n [\/et_pb_toggle][et_pb_toggle title=”Other options that may be available to you” open_toggle_text_color=”#ffad00″ open_toggle_background_color=”#FFFFFF” closed_toggle_text_color=”gcid-505de1b7-d533-459f-a484-4cb342882370″ _builder_version=”4.27.4″ _module_preset=”default” title_font_size=”30px” body_text_color=”#0c1842″ body_font_size=”21px” body_line_height=”1.8em” background_color=”gcid-5f6bf62c-0090-417a-b773-9be311ba96ff” hover_enabled=”0″ border_radii=”on|25px|25px|25px|25px” global_colors_info=”{%22gcid-505de1b7-d533-459f-a484-4cb342882370%22:%91%22background_color__hover%22,%22closed_toggle_text_color%22%93,%22gcid-5f6bf62c-0090-417a-b773-9be311ba96ff%22:%91%22background_color%22,%22closed_toggle_text_color__hover%22,%22open_toggle_text_color%22%93}” background__hover_enabled=”on|desktop” background_color__hover=”#ffad00″ background_enable_color__hover=”on” open_toggle_text_color__hover_enabled=”on|hover” title_text_color__hover_enabled=”on|desktop” closed_toggle_text_color__hover_enabled=”on|hover” closed_toggle_text_color__hover=”#0c1842″ open_toggle_text_color__hover=”#ffad00″ sticky_enabled=”0″]<\/p>\n Ombud scheme appeal processes:<\/strong><\/span> If an ombud scheme has adjudicated your complaint against a financial institution, but you are dissatisfied with the outcome, please ask the ombud scheme for details of their appeal processes, as it may be possible to appeal the scheme\u2019s decision.<\/span><\/span><\/p>\n The FAIS Ombud\u2019s statutory jurisdiction:<\/strong> If you have submitted a complaint about a financial institution to an ombud scheme, but the scheme has advised that they do not have jurisdiction to deal with it, the FAIS Ombud\u2019s office may be able to assist you.<\/span><\/span><\/p>\n The Ombud Council\u2019s designation powers:<\/span><\/strong> If you are unable to find any ombud scheme that has jurisdiction to deal with your complaint against a financial institution, please e-mail us at\u00a0<\/span>enquiries@ombudcouncil.org.za<\/a>. We may be able to point you in the right direction or, in some cases, designate an existing scheme to deal with your complaint.<\/span><\/p>\n Approach the FSCA:<\/strong><\/span> The Financial Sector Conduct Authority is the conduct regulator of financial institutions. If you believe that a financial institution has contravened a financial sector law, or that an entity is providing financial services without the necessary license, contact the FSCA through their website\u00a0<\/span>www.fsca.co.za<\/a>\u00a0or call them on 0800 20 37 22.\u00a0 Bear in mind though that the FSCA\u2019s role in such cases will be to consider regulatory enforcement action against the financial institution, which will not necessarily include redress for financial customers. Also note that the FSCA will not be able to assist you if your complaint is about an ombud scheme, as it does not have jurisdiction over ombud schemes.<\/span><\/p>\n [\/et_pb_toggle][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":" Frequently asked questionsThe Ombud Council is a statutory body established in terms of the Financial Sector Regulation Act, 2017 (FSR Act). In terms of the Act, the Ombud Council\u2019s objective is\u00a0\u201cto assist in ensuring that financial customers have access to, and are able to use, affordable, effective, independent and fair alternative dispute resolution processes for […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"class_list":["post-19091","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/demosite.ombudcouncil.org.za\/wp\/wp-json\/wp\/v2\/pages\/19091","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/demosite.ombudcouncil.org.za\/wp\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/demosite.ombudcouncil.org.za\/wp\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/demosite.ombudcouncil.org.za\/wp\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/demosite.ombudcouncil.org.za\/wp\/wp-json\/wp\/v2\/comments?post=19091"}],"version-history":[{"count":17,"href":"https:\/\/demosite.ombudcouncil.org.za\/wp\/wp-json\/wp\/v2\/pages\/19091\/revisions"}],"predecessor-version":[{"id":21052,"href":"https:\/\/demosite.ombudcouncil.org.za\/wp\/wp-json\/wp\/v2\/pages\/19091\/revisions\/21052"}],"wp:attachment":[{"href":"https:\/\/demosite.ombudcouncil.org.za\/wp\/wp-json\/wp\/v2\/media?parent=19091"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}