Complaints Process FAQs

How should the complaint be communicated?

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Before the Ombudsman will consider complaints, the following guidelines must be adhered to:

The matter must have been first referred to the institution at which the complaint arose and the complainant is not satisfied;
The act or omission which forms the subject of a complaint must have first occurred on or after January 1, 2003 in the case of a banking complaint and after January 1, 2004 in the case of an insurance complaint;
The complaint must not be related to the institution’s general risk management policies or pricing or products and services;
The complaint shall be in writing duly signed by the complainant and his authorised representative, if any, on the prescribed form which can be obtained from the Office of the Financial Services Ombudsman or downloaded by clicking on the Complaint Form.

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