Bank rejected your fraud complaint? How to ask the financial ombud for help

South Africans whose digital banking fraud complaints remain unresolved after a participating bank’s complaints process can ask the National Financial Ombud Scheme (NFO) to investigate, without paying for the service.

This explainer, checked on 18 October 2026, sets out the complaint route and the documents required. An investigation does not guarantee that lost money will be refunded.

Where should a fraud complaint start?

Report suspected fraud to the bank immediately. The NFO’s complaints process says customers should first submit their complaint to the financial services provider and use its complaints procedure. If they remain dissatisfied with the outcome, they can contact the ombud.

A police report and a banking complaint serve different purposes. The NFO says reporting criminal conduct to the South African Police Service does not prevent someone from also seeking its assistance with a dispute involving the bank.

What information is needed?

The NFO’s complaint checklist asks for the financial institution’s name, the account or policy number, the complainant’s full contact details, a factual summary and copies of relevant correspondence and supporting documents.

Complaints can be made using its prescribed written application, while telephone and walk-in services are also available. Submissions may be made in any official language. A representative acting for someone else must provide a written mandate.

The process includes an acknowledgement and an opportunity for the complainant to comment on the institution’s response. Further information may be requested before the investigation ends with a recommendation or ruling.

Does the bank have to refund the loss?

There is no automatic answer. In guidance dated 25 August 2026, the NFO said it assesses whether the bank contributed to the loss and whether its conduct before and after the fraud met its obligations.

Investigators consider evidence such as transaction and authentication records, device information, correspondence and call recordings. The outcome depends on the particular facts and available evidence.

What if the outcome is disputed?

The NFO says its decisions are not binding on consumers. Its internal objection or escalation routes may be available, and material new evidence can be considered.

The Financial Sector Conduct Authority and the Ombud Council do not overturn individual NFO outcomes. Consumers retain the option of approaching another appropriate forum or a court.