Office of the Arbiter for Financial Services

The Office of the Arbiter for Financial Services (OAFS) is an autonomous and independent body. It has the power to mediate, investigate and adjudicate complaints filed by customers against financial services providers. The OAFS has replaced the role of the Consumer Complaints Manager which has now been phased out. Consumer complaints against financial institutions licensed by the Authority may now be lodged by residents and non-residents at the Office of the Arbiter for Financial Services in terms of Act XVI of 2016 – The Arbiter of the Financial Services Act, 2016.

The Office of the Arbiter for Financial Services can issue binding rulings in relation to complaints filed therewith.

In the event of a complaint against a licence holder and an unsatisfactory outcome, complainants may kindly contact the Office of the Arbiter for Financial Services on 80072366 or 21249245. Further details about the set-up, including information about the Arbiter’s complaint procedure are accessible from the following portal Office of the Financial Services Arbiter website.