Many people email me with complaints about their banking service and often threaten to take the issue to the banking ombudsman. Although they are understandably frustrated and many of the issues are legitimate, most complaints are not serious enough to qualify for ombudsman intervention. The office of the ombudsman released the following tips to help you discern if your grievance should be taken further.

  • Before calling the office of the ombudsman regarding the complaint you have against your bank, you need to have informed the bank of your complaint in order to formally request the ombudsman's assistance.

  • When you lodge a complaint with your bank, make sure the bank gives you a complaint reference number. You will need this number to complete the ombudsman's application form. The bank should give you a final decision regarding your complaint within a reasonable time as to whether it is prepared to settle the matter with you. The ombudsman suggests you give the bank four weeks to do this.

  • If you have followed the bank's complaint handling process and are unhappy with the bank's decision or it has not responded within a reasonable time, you may then formally lodge your complaint with the office of the ombudsman.

  • You can only lodge a complaint by completing the ombudsman's application for assistance form. This form can be faxed or posted, or you can download it from the ombudsman's website. If you like, you can even complete an application form online and submit it.

    Step Two: Giving the Bank a Second Chance

    Once the office of the ombudsman receives your application form, it has to be established whether it falls within their jurisdiction. If it does not, they will refer it to the appropriate organisation or inform you that the office cannot help you. If your complaint is something they can deal with, you will be referred to the official designated by your bank to handle complaints that come to the ombudsman's office. These bank officials are persons in authority within the bank who ensure that your complaint is taken seriously.

    The office of the ombudsman gives the bank at least three weeks to try to resolve the problem. You should be prepared to talk to the bank if it contacts you during this time. Do not assume that because you have lodged a complaint with the Adjudicator that your bank must deal only with the ombudsman and not with you. If you can resolve the complaint with your bank at this stage it will save you time and may repair your relationship with your bank.

    Some of your expectations of what the bank should do to resolve the complaint may be unrealistic. If the bank makes you an offer that is less than you want, bear in mind that we will not necessarily recommend that it better the offer. If the complaint is resolved to your satisfaction at this stage, your file is closed.