The Ombudsman for Banking Services (OBS) released its 2021 Annual Report which includes disputes between customers and banks. According to the report, FNB had a 34% decrease in complaints and/or disputes, making it the only major bank to record a decrease in formal complaints, during the period. According to FNB, the feedback has allowed it to calibrate processes to improve turnaround times on complaints. FNB said it provides customers with multiple channels for communicating with its representatives, including the “industry-leading” secure chat feature on the FNB app.
