Scores reflect the Overall AI Score for each category
Based on recent customer reviews, National financial ombud scheme South Africa (NFO) is described by complainants as slow, unresponsive and heavily weighted toward banks and insurers. A recurring theme is cases being closed on the provider's version without complainant evidence being tested, alongside months of silence. A small number of reviewers report fast, professional handling that resolved their matter and restored confidence in the scheme.
Top Strengths:
- •Staff Professionalism & Expertise: A handful of staff are named positively, including Henry, Bernadine and Quinton, for clear, professional and helpful engagement. Staff Professionalism & Expertise (1.3) remains the least damaged theme, though adjudicators and legal interns draw heavy criticism for dismissive conduct.
Replied to 91% of negative reviews
Reply time on negative reviews: 87h 44m
TrustIndex
2.6
Ranking
#8
in Business Services
Reply Time
83h 60m
NPS Score
-83
Recommended: Unlikely
Replied to 91% of negative reviews
Reply time on negative reviews: 87h 44m
Nov '25 - Oct '26
Frequently Asked Questions About National financial ombud scheme South Africa (NFO)
What do customers say about National financial ombud scheme South Africa (NFO)?
Based on recent customer reviews, National financial ombud scheme South Africa (NFO) is described by complainants as slow, unresponsive and heavily weighted toward banks and insurers. A recurring theme is cases being closed on the provider's version without complainant evidence being tested, alongside months of silence. A small number of reviewers report fast, professional handling that resolved their matter and restored confidence in the scheme.
What is National financial ombud scheme South Africa (NFO)'s biggest strength?
National financial ombud scheme South Africa (NFO)'s biggest strength, according to Hellopeter's AI analysis, is Staff Professionalism & Expertise. A handful of staff are named positively, including Henry, Bernadine and Quinton, for clear, professional and helpful engagement. Staff Professionalism & Expertise (1.3) remains the least damaged theme, though adjudicators and legal interns draw heavy criticism for dismissive conduct.
What are the most common complaints about National financial ombud scheme South Africa (NFO)?
The most common complaint about National financial ombud scheme South Africa (NFO), based on Hellopeter's AI analysis of recent customer reviews, is Service Delivery & Quality. Service Delivery & Quality (1.1) suffers from investigations that stretch six to twelve months on straightforward claims, findings that mirror the bank or insurer submission, and closures citing insufficient information, prescription or no jurisdiction without meaningful explanation.
How does National financial ombud scheme South Africa (NFO) compare to other Business Services companies?
National financial ombud scheme South Africa (NFO) scores 1.1 out of 5 on Hellopeter's AI analysis of service quality in Business Services, compared to the Business Services industry average of 2.7. Their strongest theme is Staff Expertise (1.3); their weakest is Trust & Ethics (0.9). The top AI-rated Business Services business on Hellopeter is Road Protect (Pty) Ltd (4.4). How is the AI Score calculated? →
Is National financial ombud scheme South Africa (NFO) trustworthy?
National financial ombud scheme South Africa (NFO) has a TrustIndex of 2.6 out of 10 on Hellopeter, based on 85 reviews in the last 12 months. They reply to 91% of negative reviews, typically within 87 hours 44 min. Hellopeter has tracked National financial ombud scheme South Africa (NFO) across 131 total reviews. How is the TrustIndex calculated? →
Recent reviews (85)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Nov 2020
NFO – I Am Still Waiting for Transparency and Accountability
I am extremely disappointed with the way the National Financial Ombud Scheme has handled my complaints. I currently have three complaints/reported matters with the NFO, yet I have not seen the level of communication, transparency or meaningful engagement that I expected from an independent ombud. My concern is particularly serious because the underlying dispute involves Standard Bank. I have repeatedly raised concerns that the bank has provided explanations that I believe are inconsistent and unsupported by concrete transaction details, yet I have not received a clear explanation as to how these allegations were independently verified. I have also sent *** requesting updates and clarification, but I am still waiting for proper responses. Why am I having to repeatedly chase the Ombud for an update on my own complaints? The purpose of an independent ombud is to examine both sides fairly—not simply accept a bank's position without requiring clear and substantiated facts. I am therefore publicly asking the NFO: Where is the transparency? Where is the independent investigation? Why have my concerns not been properly addressed? Why am I not receiving timely updates? I am not asking the NFO to automatically rule in my favour. I am asking for a fair, transparent and evidence-based process where the bank is required to substantiate its allegations and I am given a meaningful opportunity to respond. I expect the NFO to do better and to treat my complaints with the seriousness they deserve. I will continue pursuing this matter until I receive clear answers and a transparent outcome.
1 reviews | Active since Nov 2020
NFO – I Am Still Waiting for Transparency and Accountability
I am extremely disappointed with the way the National Financial Ombud Scheme has handled my complaints. I currently have three complaints/reported matters with the NFO, yet I have not seen the level of communication, transparency or meaningful engagement that I expected from an independent ombud. My concern is particularly serious because the underlying dispute involves Standard Bank. I have repeatedly raised concerns that the bank has provided explanations that I believe are inconsistent and unsupported by concrete transaction details, yet I have not received a clear explanation as to how these allegations were independently verified. I have also sent *** requesting updates and clarification, but I am still waiting for proper responses. Why am I having to repeatedly chase the Ombud for an update on my own complaints? The purpose of an independent ombud is to examine both sides fairly—not simply accept a bank's position without requiring clear and substantiated facts. I am therefore publicly asking the NFO: Where is the transparency? Where is the independent investigation? Why have my concerns not been properly addressed? Why am I not receiving timely updates? I am not asking the NFO to automatically rule in my favour. I am asking for a fair, transparent and evidence-based process where the bank is required to substantiate its allegations and I am given a meaningful opportunity to respond. I expect the NFO to do better and to treat my complaints with the seriousness they deserve. I will continue pursuing this matter until I receive clear answers and a transparent outcome.
1 reviews | Active since May 2017
Ombudsman has failed me—not once, but twice.
My second experience with insurance, and once again, I've been knocked down. In 2022, I lost a baby I was told I could only have through IVF. That loss broke me in ways I still struggle to explain. I sought help, took medication for a short time, and eventually found the strength to carry on for my daughter. When I app**** for life insurance in 2025, I was completely honest about my miscarriage, my treatment, and my past mistakes. Somehow, my grief became a "psychiatric history" and my teenage experimentation became "substance use." I complained to the Ombudsman, but I walked away feeling unheard. Then in 2026, I bought my first home. My broker told me not to worry. When my roof leaked during my first winter, my claim was rejected because of alleged lack of maintenance. I'm just an ordinary person trying to protect my family. I pay my premiums, I trust the professionals, and when things go wrong, I expect the protection I've been paying for. So what does "contact the Ombudsman if you're unhappy" really mean when you're an ordinary consumer going up against companies with lawyers and resources? Because in my experience, the Ombudsman has failed me—not once, but twice. And honestly, I'm tired of feeling like doing the right thing and being completely honest only leaves me more vulnerable.
1 reviews | Active since May 2017
Ombudsman has failed me—not once, but twice.
My second experience with insurance, and once again, I've been knocked down. In 2022, I lost a baby I was told I could only have through IVF. That loss broke me in ways I still struggle to explain. I sought help, took medication for a short time, and eventually found the strength to carry on for my daughter. When I app**** for life insurance in 2025, I was completely honest about my miscarriage, my treatment, and my past mistakes. Somehow, my grief became a "psychiatric history" and my teenage experimentation became "substance use." I complained to the Ombudsman, but I walked away feeling unheard. Then in 2026, I bought my first home. My broker told me not to worry. When my roof leaked during my first winter, my claim was rejected because of alleged lack of maintenance. I'm just an ordinary person trying to protect my family. I pay my premiums, I trust the professionals, and when things go wrong, I expect the protection I've been paying for. So what does "contact the Ombudsman if you're unhappy" really mean when you're an ordinary consumer going up against companies with lawyers and resources? Because in my experience, the Ombudsman has failed me—not once, but twice. And honestly, I'm tired of feeling like doing the right thing and being completely honest only leaves me more vulnerable.
1 reviews | Active since Feb 2026
NFO no function in SA
So fortunate - after more than a year the NFO contacted me. A bank has ****** money from me Oct 2025. I immediately requested support from NFO as the matter was in dead lock with the bank. From correspondence, after a year, NFO not able to offer any support. I have to contact the bank. See e-mail attached. They do not have any function in SA. The primary purpose of the NFO is to resolve consumer complaints against financial service providers. The financial service providers within the NFO's jurisdiction are those provided by our Participants, who comprise: Banks; Credit Providers; Short-Term Insurers (Non-Life Insurance); Long-Term Insurers (Life Insurance). Please contact the bank/insurer/creditor company to assist.
1 reviews | Active since Feb 2026
NFO no function in SA
So fortunate - after more than a year the NFO contacted me. A bank has ****** money from me Oct 2025. I immediately requested support from NFO as the matter was in dead lock with the bank. From correspondence, after a year, NFO not able to offer any support. I have to contact the bank. See e-mail attached. They do not have any function in SA. The primary purpose of the NFO is to resolve consumer complaints against financial service providers. The financial service providers within the NFO's jurisdiction are those provided by our Participants, who comprise: Banks; Credit Providers; Short-Term Insurers (Non-Life Insurance); Long-Term Insurers (Life Insurance). Please contact the bank/insurer/creditor company to assist.
1 reviews | Active since Jul 2017
National financial ombud scheme South Africa (NFO) is captured by the Banking Sector
On 13 May 2025, I had submitted a case of reckless lending to NFO. This was in relation to a 2023 Ford Ranger XLT that I had purchased via Ford Credit. Prior to contacting the NFO, I did communicate with Ford Credit ABSA bank, citing that my net pay was approx. 21,000 in 2023 and the cars instalment was 12,500 which was creating a financial distress on my side. I had tried twice to trade the car in in this period for a cheaper car, however Ford Credit kept requesting that i take the Ranger to the dealership for a trade in and each time would decline the application based on the assumption that i would they would make much more out of me if i kept the Ranger. After two failed attempts, I had contacted Ford Credit and had told them that is is a reckless lending agreement. Ford Credit had sent me a written response showing how they had calculated my affordability in 2023. I found that they had *****ulently inflated my monthly salary and also decreased my monthly expenses which allowed me to qualify for the ranger at R12,500pm. I had then compared my pay slips in this period and this did not correlate to the response from Ford, I then went on to compare the expenses that i declared when submitting my pay slips etc. at the time of the application and found that what i had declared was reduced by the bank. Having all of this concrete evidence, I had written to the NFO providing the response from Ford Credit / ABSA on their letter headed paper, my pay slips for that period, the expenses that i had declared when making the application. I even went further and calculated the affordability using my exact pay figures and expenses declared and had a monthly deficit of about R4000. This was submitted to the NFO and you say this is then a straight forward matter because i did all of the hard work. Emmanuel Kwakye-Agyekum Contact: *** had the response from the bank, my pay slips, my expense declaration and the correct calculations which i had sent through and all i was expecting was a straight forward ruling. Nevertheless this asshole had created a stall and then ruled in the banks favour. In my original complaint i had even made mention that the car that i had traded in with Ford Credit was a Ford Ecosport which was about 2 months in arrears and Ford had still approved the application to sell me the Ranger. This was ignored event though it strengthened my reasoning that the bank was doing all of these underhanded tactics to make money. On Mon, Oct 20, 2025, 3:20 PM, I had written to *** requesting an independent evaluation of the merits because i could not understand how a straight forward decision could be manipulated by the NFO and i didnt receive a response and this was communicated with Ford Credit also via email. Ford Credit on the other hand had started to use various attorneys, phoning and threatening me, saying that they was to take the car back and resell it even though the matter is still open with your agency. At approximately 1 September 2026 an attorney called me saying that my account and personal details were shared with a panel of 45 attorneys by Ford Credit and they will all be calling me to collect the vehicle. On the 5th September 2026 at approximately 12:00 (Sat) I was not at home, however the Ranger was parked at home. The Sheriff from Chatsworth, Fortune N Gumede accompanied by George Rautenbach from WJ Legal had went to my house. In my absence they had called my 13 year old minor son to the gate and told him that they were looking for me. My son had explained that I was not home. they then proceeded to threaten and intimidate my son until he went into the house and gave them the key to the Ranger. Then they took the car away. I got home and contacted the bank and they bank claims that they have the car in their possession so it was not ******. Yesterday 10 September 2026, I received a registered email from the Bank in which they say that they will be looking to sell this car for R190,000. Go on Google and look for the book value of a 2023 FORD RANGER 2.0D XLT HR A/T D/C P/U and you will find that this car sells over R**** yet these mother ****ers at the bank want to sell for R190,000 - and all of this could have been avoided if you employees at the NFO actually did your work in a fair, transparent and ethical manner. Apart from all of the misconduct that i have outlined in a single complaint above, i am not sure if the NFO assigns these matters to skilled employees. Maybe you should start by publishing what qualifications each employee has before assignment of consumer complaints to them - because i guarantee you most your employees are ****ing in the wind in there. Reality for me is after dealing with your office, i am not expecting much but i will share these concerns to make people aware of how banks behave and how the NFO shields these ******* activities that banks conduct on a daily basis because it is better to get a back hand and make a wrong ruling - at least then NFO employees can go on holidays and have a second income.
1 reviews | Active since Jul 2017
National financial ombud scheme South Africa (NFO) is captured by the Banking Sector
On 13 May 2025, I had submitted a case of reckless lending to NFO. This was in relation to a 2023 Ford Ranger XLT that I had purchased via Ford Credit. Prior to contacting the NFO, I did communicate with Ford Credit ABSA bank, citing that my net pay was approx. 21,000 in 2023 and the cars instalment was 12,500 which was creating a financial distress on my side. I had tried twice to trade the car in in this period for a cheaper car, however Ford Credit kept requesting that i take the Ranger to the dealership for a trade in and each time would decline the application based on the assumption that i would they would make much more out of me if i kept the Ranger. After two failed attempts, I had contacted Ford Credit and had told them that is is a reckless lending agreement. Ford Credit had sent me a written response showing how they had calculated my affordability in 2023. I found that they had *****ulently inflated my monthly salary and also decreased my monthly expenses which allowed me to qualify for the ranger at R12,500pm. I had then compared my pay slips in this period and this did not correlate to the response from Ford, I then went on to compare the expenses that i declared when submitting my pay slips etc. at the time of the application and found that what i had declared was reduced by the bank. Having all of this concrete evidence, I had written to the NFO providing the response from Ford Credit / ABSA on their letter headed paper, my pay slips for that period, the expenses that i had declared when making the application. I even went further and calculated the affordability using my exact pay figures and expenses declared and had a monthly deficit of about R4000. This was submitted to the NFO and you say this is then a straight forward matter because i did all of the hard work. Emmanuel Kwakye-Agyekum Contact: *** had the response from the bank, my pay slips, my expense declaration and the correct calculations which i had sent through and all i was expecting was a straight forward ruling. Nevertheless this asshole had created a stall and then ruled in the banks favour. In my original complaint i had even made mention that the car that i had traded in with Ford Credit was a Ford Ecosport which was about 2 months in arrears and Ford had still approved the application to sell me the Ranger. This was ignored event though it strengthened my reasoning that the bank was doing all of these underhanded tactics to make money. On Mon, Oct 20, 2025, 3:20 PM, I had written to *** requesting an independent evaluation of the merits because i could not understand how a straight forward decision could be manipulated by the NFO and i didnt receive a response and this was communicated with Ford Credit also via email. Ford Credit on the other hand had started to use various attorneys, phoning and threatening me, saying that they was to take the car back and resell it even though the matter is still open with your agency. At approximately 1 September 2026 an attorney called me saying that my account and personal details were shared with a panel of 45 attorneys by Ford Credit and they will all be calling me to collect the vehicle. On the 5th September 2026 at approximately 12:00 (Sat) I was not at home, however the Ranger was parked at home. The Sheriff from Chatsworth, Fortune N Gumede accompanied by George Rautenbach from WJ Legal had went to my house. In my absence they had called my 13 year old minor son to the gate and told him that they were looking for me. My son had explained that I was not home. they then proceeded to threaten and intimidate my son until he went into the house and gave them the key to the Ranger. Then they took the car away. I got home and contacted the bank and they bank claims that they have the car in their possession so it was not ******. Yesterday 10 September 2026, I received a registered email from the Bank in which they say that they will be looking to sell this car for R190,000. Go on Google and look for the book value of a 2023 FORD RANGER 2.0D XLT HR A/T D/C P/U and you will find that this car sells over R**** yet these mother ****ers at the bank want to sell for R190,000 - and all of this could have been avoided if you employees at the NFO actually did your work in a fair, transparent and ethical manner. Apart from all of the misconduct that i have outlined in a single complaint above, i am not sure if the NFO assigns these matters to skilled employees. Maybe you should start by publishing what qualifications each employee has before assignment of consumer complaints to them - because i guarantee you most your employees are ****ing in the wind in there. Reality for me is after dealing with your office, i am not expecting much but i will share these concerns to make people aware of how banks behave and how the NFO shields these ******* activities that banks conduct on a daily basis because it is better to get a back hand and make a wrong ruling - at least then NFO employees can go on holidays and have a second income.
1 reviews | Active since Sept 2023
Fully satisfied
I would like to sincerely commend the National Financial Ombud (NFO) for their excellent assistance and professionalism. This is actually the second time I have approached the NFO for assistance, and once again, they have demonstrated that they genuinely listen to consumers and take complaints seriously. In my most recent matter, I was struggling to resolve a banking issue involving my father's account while he was incarcerated. The circumstances made the normal banking procedures extremely difficult, and despite trying to resolve the matter directly with the bank, I was unable to find a practical solution. After the matter was referred to the NFO, they engaged with the bank and allowed the complaint to be properly investigated. The matter was ultimately resolved, with the bank engaging directly with the correctional facility and putting an appropriate authorisation process in place. My father was able to provide the required authorisation, and the banking issue was finally resolved. What impressed me most was that the NFO did not simply dismiss the matter because the bank had existing procedures. They gave the complaint proper attention and allowed the circumstances to be properly considered. This is the second time the NFO has assisted me, and both experiences have been positive. Their involvement has given me confidence that consumers do have somewhere to turn when they reach a dead end with a financial institution. Thank you to the NFO and everyone involved in handling my complaint. Your assistance is genuinely appreciated.
1 reviews | Active since Sept 2023
Fully satisfied
I would like to sincerely commend the National Financial Ombud (NFO) for their excellent assistance and professionalism. This is actually the second time I have approached the NFO for assistance, and once again, they have demonstrated that they genuinely listen to consumers and take complaints seriously. In my most recent matter, I was struggling to resolve a banking issue involving my father's account while he was incarcerated. The circumstances made the normal banking procedures extremely difficult, and despite trying to resolve the matter directly with the bank, I was unable to find a practical solution. After the matter was referred to the NFO, they engaged with the bank and allowed the complaint to be properly investigated. The matter was ultimately resolved, with the bank engaging directly with the correctional facility and putting an appropriate authorisation process in place. My father was able to provide the required authorisation, and the banking issue was finally resolved. What impressed me most was that the NFO did not simply dismiss the matter because the bank had existing procedures. They gave the complaint proper attention and allowed the circumstances to be properly considered. This is the second time the NFO has assisted me, and both experiences have been positive. Their involvement has given me confidence that consumers do have somewhere to turn when they reach a dead end with a financial institution. Thank you to the NFO and everyone involved in handling my complaint. Your assistance is genuinely appreciated.
1 reviews | Active since Feb 2021
ombuds -disappointment***
I had motor vehicle accident in august 2025 hit by some one, i reported this incident to my insurance it was not my fault, instead the insurance did not pay the whole claim siting my vehicle had wear and tear issues. co incidentally this happened within the accident time, i reported to the ombuds ,to my disappointment they declined my case saying i do not have enough information. till today i feel my case was not correctly handled. so disappointed by the people who i thought would help me.
1 reviews | Active since Feb 2021
ombuds -disappointment***
I had motor vehicle accident in august 2025 hit by some one, i reported this incident to my insurance it was not my fault, instead the insurance did not pay the whole claim siting my vehicle had wear and tear issues. co incidentally this happened within the accident time, i reported to the ombuds ,to my disappointment they declined my case saying i do not have enough information. till today i feel my case was not correctly handled. so disappointed by the people who i thought would help me.
1 reviews | Active since Nov 2021
NFO protects these Financial organizations, as an ordinary citizen in desperate need for this (so called helpful) NFO. don't bother yourself! If a Finacial institution in this country has done you wrong, You are own your own!!! (if you do not have the fin
Absolutely useless in the so called helping the unprotected citizens
1 reviews | Active since Nov 2021
NFO protects these Financial organizations, as an ordinary citizen in desperate need for this (so called helpful) NFO. don't bother yourself! If a Finacial institution in this country has done you wrong, You are own your own!!! (if you do not have the fin
Absolutely useless in the so called helping the unprotected citizens