THE OFFICE OF THE OMBUDSMAN OF FINANCIAL SERVICES

The Office of the Ombudsman of Financial Services (OFS) is an independent body whose purpose is to receive, investigate and make binding decisions on complaints against non-bank financial services providers (FSPs) licensed by the Financial Services Regulatory Authority (FSRA).

The services of the OFS are free and accessible to all consumers of authorised non-bank financial services and products.

OUR INTENT

We aim to be a leading African forum in resolving financial services disputes in a fair and accessible way.

OUR PURPOSE

We resolve non-bank financial services disputes in a fair and accessible way, in order to uphold good practice in the financial services industry.

OUR VALUES

Independence

We handle complaints without taking sides and only consider what is fair and reasonable in each case.

Accessibility

We provide a service available to all and our processes are less formal and easy to grasp.

 Confidentiality

We respect and protect all information that we receive, and we treat it with the privacy that it deserves.

OUR FUNCTIONS

The broad functions of the Office are:

To assess, facilitate, conciliate and mediate the conclusion of binding settlement agreements in respect to financial services complaints;

   To investigate and make binding rulings and/or determinations with respect to financial services complaints and disputes;

To educate all stakeholders including consumers, financial services providers, consumer bodies and associations about the role, procedures, and jurisdiction of the Office;

To educate the public on correct procedures for filing complaints and promote the principles of good business practice in handling complaints by the industry;

To educate the public on the Ombudsman’s jurisdiction and explain what types of complaints the Ombudsman will not entertain;

To encourage industry to abide by the provisions of their relevant industry code of conduct;

To report material, persistent non-compliance with the Kingdom of Eswatini’s financial services laws to the relevant regulators;

To protect consumers by identifying fraudulent operators and publicising the information;

To work with other Ombudsman in the SADC Region.

Want to lodge a complaint? Email us now

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