BY FIONA MOTSA
Refiloe Mamogobo is the Ombudsman for banking services. She holds a Bachelor of Laws Degree as well as a Bachelor of Arts Degree from UNESWA, a chartered Banker Masters, an admitted Attorney of the High court, Conveyancer and a Notary Public.
What does the ombudsman for banking services do?
The Ombudsman provides individual and small business bank customers with fair, quick and effective dispute resolution process, free of charge. It provides an informal, easily accessible alternative to other remedies such as litigation.
How does the CBE Ombudsman resolve complaints?
The Ombudsman will convene a case conference between the parties, where both parties narrate their side of the story and after having heard both parties and considered documentary and other evidence, the Ombudsman will issue a ruling.
Who can lodge a complaint with the CBE Ombudsman?
Any customer of a bank who is aggrieved by a decision of a bank, act or omission by a bank can lodge a complaint with Ombudsman
What certainty do we have that the CBE Ombudsman won’t favour Banks because they have more power and money?
The Ombudsman seeks to resolve disputes professionally, impartially and strives to promote mutual trust and respect between a complainant and the bank, the Ombudsman acts independently and objectively in resolving disputes.
How can we get in touch with your office?
You can go in person to the Head Office of the Bank or give them a call on 7808 6429.
Nondumiso Simelane is the Ombudsman of Financial Services. She provides strategic direction in alternative/ external dispute resolution within the non-bank financial service industry. She has served in the subordinate courts in Eswatini in both civil and criminal matters.
What does the Ombudsman for Financial Services do?
The Ombudsman of Financial (OFS) Services is to receive, investigate and resolve complaints against non-bank financial services providers that are licensed by the Financial Services Regulatory Authority (FSRA). The OFS investigates complaints in a fair and accessible way, to uphold good industry practice in the Kingdom of Eswatini. Our services are free of charge to all Consumers of licensed financial services products. We investigate complaints relating to Insurance, Retirement Funds, Investments, Savings and /Retirement Refunds, Investments, Savings and / Credit and Medical Aid.
How to Lodge a complaint
Contact FSP and submit a written complaint giving them 30 days to respond. If you do not get a response or you are not satisfied with their response, you can then go to their Office with your complaint. Fill in a Complaint Form that you can access at our Office, a CMAC office near you or on our website, www.ombudsfs.org.sz
Who can lodge a complaint at the OFS?
- . Any person including those acting as a trustee, legal or personal individual
- .Any business
- .A corporate trustee, management board, administrator of a self- managed aged retirement fund
- A club or incorporated association
- A policyholder of a group life or general insurance.
- A stakeholder
What Certainty do I have that the OFS won’t favour FSPs because they have more power and money?
One of the functions of the Ombudsman is to encourage FSPs to abide by the rules of their relevant industry codes of conduct, and we would therefore view their use of power and money as unjust. We value our independence and commitment to handling complaints without taking sides and we only consider what is fair and reasonable in each case which aligns with our slogan, to be “Free, Fair and For All.”
Eswatini Positive News would like to thank Ms Refiloe Mamogobo and Nondumiso Simelane for being a positive influence to young and older women alike. We have learnt that being a woman, having an education, strategy, and dispute resolution skills can take you to the top. I think that one day it has to change from Ombudsman to Ombudswomen seeing as women are running it.
