Aggrieved banking clients received R11,1-million back from banks in 2003, the ombudsman for banking services said on Tuesday.
This was an increase of R2,3-million over 2002, banking ombudsman Neville Melville said at the release in Johannesburg of his office’s fourth annual report.
Melville said his office continued to improve service delivery for bank clients during 2003.
In his first annual report — for the year 2000 — Melville lamented “the dismissive attitude of some bank employees towards us. Now, although by no means welcomed or accepted by all bank employees, we are certainly taken seriously.”
The number of complaints resolved in 2003 increased by 11% from 2 021 to 2 242. The ombudsman’s office does not open a file on every application for assistance received from the public.
Melville said there is greater emphasis on mediation between banks and clients than in the past, when there had been more investigation and adjudication.
“Mediation is a far more amicable means of resolving a dispute.”
The bank’s willingness to go through mediation show they are less “client unfriendly” than in the past.
Melville’s main regret is that banks do not do more to make clients aware of the banking ombudsman’s services.
“The industry should be proud of its ombudsman. We recently won the Department of Trade and Industry award recognising consumer champions.”
The ombudsman has made some progress in assisting complainants outside Gauteng. Fifty percent of cases were from Gauteng in 2003, down from 56% in 2002.
Looking to the future, Melville said that as 13-million “unbanked” South Africans enter the market, banks will have to adapt their thinking and attitudes.
“Making new entrants to the banking market comfortable is imperative. Currently, levels of trust are low and we can help the banks improve that position.” — Sapa
Application forms for assistance from the ombudsman should be available at the local branch of one’s bank. Alternatively contact the Ombudsman for Banking Services, PO Box 5728, Johannesburg, 2000. More info: Tel: (011) 838 0035 or the ombudsman website.