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.