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We undertake to
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Ensure we comply with all regulatory requirements
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Demonstrate a sense of urgency in our dealings with you
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Help you choose solutions and services which suit your needs and help you understand how to use these solutions and their basic financial implications
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Communicate with you in a clear, respectful and easy-to-understand manner and display a willingness to address your concerns
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We undertake to
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Provide you with friendly service, and ensure you are satisfied with our service
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Ensure that we comply with all regulatory requirements
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Help you as quickly as we possibly can
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Help you choose the solutions and services that suit your needs and help you understand the financial implications involved
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Communicate in a respectful and understandable manner
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Always be ready to address your concerns
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Keep you updated on the progress of any application request or query
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Be transparent as to why we would decline any application or request
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Offer guidance to keep your money safe and make you aware of any security risks
The process
When you write to us we undertake to
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Acknowledge receipt of your correspondence within one business day
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Commit to a date by when a full response can be expected if we cannot give you one immediately
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Use plain language in our communications/answer your questions plainly
When you phone us, we undertake to
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Answer your call properly
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Make sure you are assisted properly and keep you informed on the progress of any request/query/complaint
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Should we not be able to help you initially, we will promptly follow up and assist you
Talk to us
By listening to our customers, we can measure our success. We ask that you make use of the channels available to tell us how you feel about our services and what you want from RMB Private Bank.
Through regular customer satisfaction measurements, either electronically or by telephone, we review and monitor our performance against our service standard.
You can also tell us how you feel by sending an email to care@fnb.co.za or contacting the Complaints Resolution team on 087 575 9408.
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NFO
National Financial Ombud (NFO) - Banking
A Code of Banking Practice exists to govern banking relationships.
>Read more
Financial Advisory and Intermediary Services Ombudsman
Resolves disputes between the bank and you.
>Read more
Consumer Goods and Services Ombudsman
Resolving consumer goods disputes effectively and independently.
>Read more
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National Credit Regulator
The National Credit Regulator (NCR) is responsible for the regulation of the South African credit industry.
Contact details
011 554 2600
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National Consumer Commission
NCC is regulated by the Consumer Protection Act (CPA). The NCC implements the rights in the CPA by resolving disputes relating to consumer rights.
Contact details
012 940 4500 or 0860 026 6786
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JSE Market Regulation Department
Contact details
The Director: Market Regulation, The JSE Limited
One Exchange Square
Gwen Lane
Sandown
2196
Private Bag X991174
Sandton
2146
Telephone: +27 11 520 7000
Email: info@jse.co.za
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National Financial Ombuds Scheme
The NFO is an umbrella Financial Services Ombud scheme formed by the amalgamation of four separate previously existing South African Ombud Schemes: the offices of the Banking Ombud (OBS); the Credit Ombud (CO); the office of the Long-term Insurance Ombud (OLTI); and the Short-Term Insurance Ombudsman (OSTI). The NFO's services are provided free of charge.
National Financial Ombud (NFO), together with fair and just outcomes, strives to manage the relationship between the bank and its customers.
If you remain unhappy with the resolution of your matter, you are at liberty to complain to the NFO.
National Financial Ombud (NFO) is an alternative dispute resolution body, and its mandate/powers are outlined in its terms of reference. The terms of reference are on the NFO website www.nfosa.co.za
The NFO is tasked with adjudicating matters between banks and banking
customers in a fair, quick and impartial manner.
National Financial Ombuds (NFO) contact details
NFO Johannesburg
110 Oxford Road
Houghton Estate
Gauteng
2198
NFO Cape Town
6th Floor
Claremont Central Building
6 Vineyard Road
Claremont
7700
Telephone 0860 800 900 or +27 (0) 66 473 0157
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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 Ombudsman if
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A claim occurred after 30 September 2004
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A claim doesn't exceed R800 000
Contact details
012 762 5000
ShareCall: 086 066 3274
Email: info@faisombud.co.za
Website: www.faisombud.co.za
Physical address
125 Dallas Avenue Menlyn Central
Waterkloof Glen
Pretoria 0010
Postal address
PO Box 41
Menlyn Park
0063
Compliments and complaints
We pledge our commitment to giving you great service and helpful information. Get all the contact information if you need to contact us.
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Consumer Goods and Services Ombudsman
The CGSO enforces the Consumer Goods and Services Industry Code of Conduct by receiving and dealing with consumer goods complaints.
Contact details
ShareCall: 0860 000 272 (CPA)
Email: info@cgso.org.za
Physical address
Association House
Bond Street Business Park
Cnr Bond/Kent Street
Randburg
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What you need to know
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You will receive an income for as long as your investment lasts so you need to keep an active eye on your
withdrawal rate. Try to keep your maximum annual average below your investment return to allow for escalations.
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Transfer the money that you have in a pension, provident, preservation or retirement annuity fund into an FNB Living Annuity.
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Choose how much income you want from your FNB Living Annuity each year - between 2.5% and 17% - in line with your changing needs and the performance of your investment.
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