What are the opening hours?

Monday 07:30 - 16:30 Tuesday 07:30 - 04:30 Wednesday 07:30 - 16:30 Thursday 07:30 - 16:30 Friday 07:30 - 15:30

FAISOmbud

The Office of the FAIS Ombud is an independent institution that helps consumers resolve disputes with financial service providers.

Our role is to ensure fairness by investigating complaints about financial advice and financial services. https://www.youtube.com/channel/UCY7v_8XtE9AAqt939ZXPDiA/videos?view_as=subscriber

18/05/2026

Are you passionate about fairness in financial services and making a real difference in people’s lives?

The FAIS Ombud invites applications for a Case Management Graduate Trainee to join a 12-month structured programme in financial dispute resolution. Gain hands-on experience in case management while contributing to fair and ethical outcomes for consumers.

12/05/2026

Investment advice relating to managed portfolios, forex trading, or online trading platforms must align with your experience level, financial goals, and risk tolerance.

Complaints may arise where:

• High-risk products were recommended without proper assessment
• Risks, costs, or liquidity limitations were not explained
• Performance expectations were misrepresented
• Advice resulted in financial prejudice

Where advice was provided by an authorised FSP and the complaint remains unresolved, the FAIS Ombud may consider the matter.

Lodge your complaint here: www.faisombud.co.za or call (012) 762 5000; Sharecall 086 066 3274 for assistance

07/05/2026

The FAIS Ombud joined the Financial Sector Conduct Authority’s Financial Literacy programme for students in tertiary institutions. The platform provided an opportunity to engage students on key financial issues. The session covered topics such as debt management, understanding credit, and protecting oneself against financial scams.

05/05/2026

Advice on retirement annuities and endowment policies must take into account your risk profile, affordability, and investment horizon.

A complaint may arise where:

• The product was unsuitable for your risk tolerance
• Fees, penalties, or lock-in conditions were not disclosed
• Risks were not adequately explained
• Advice resulted in financial prejudice

Such matters may be escalated to the FAIS Ombud if unresolved after the provider’s complaints process.

Lodge your complaint here: www.faisombud.co.za or call (012) 762 5000; Sharecall 086 066 3274 for assistance

01/05/2026

Workers’ Day is a reminder that every rand earned matters. Before committing to any financial product or service, ensure that the advice you receive takes your goals, budget, and circumstances into account. Good advice should help you grow, protect, and plan with confidence.

28/04/2026

Life insurance advice should align with your financial responsibilities, dependants, and long-term needs.
A complaint may arise where:

The recommended cover was unsuitable:

• Important exclusions or waiting periods were not explained
• Policy benefits were misrepresented
• Advice resulted in financial prejudice
• Advice-related disputes may be escalated to the FAIS Ombud once the provider’s internal complaints process has been followed.

Lodge your complaint here: www.faisombud.co.za or call (012) 762 5000; Sharecall 086 066 3274 for assistance

27/04/2026

Financial freedom starts with the power to make informed decisions.

That means understanding your options and receiving advice that is clear, honest, and suited to your needs, whether it’s insurance, investments, retirement, or savings.

This Freedom Day, we remind consumers that the right advice doesn’t just inform, it empowers you to shape your future with confidence.

23/04/2026

The Office of the FAIS Ombud had the pleasure of being featured on Yilungelo Lakho to discuss an important consumer issue: understanding tracking device requirements in vehicle insurance policies.

The discussion also highlighted a key aspect of our role, investigating complaints related to financial advice. Consumers often rely on the advice provided by financial services providers or intermediaries, and where that advice is inappropriate, unclear, or not in the consumer’s best interest, it can lead to outcomes such as rejected claims.

Being featured on this platform provided an opportunity to unpack key consumer rights and emphasise the importance of receiving proper advice, as well as fully understanding policy requirements and cover.

If you missed the interview or would like to watch the full episode, catch it here: [https://youtu.be/YqNw7yYRbNg?si=90rO_qMbSLeXhINd]

21/04/2026

Before submitting a complaint, ensure you have the necessary documents ready to help speed up the assessment process.

Prepare:

Your policy or investment documents

• Correspondence with the financial service provider
• Proof of advice received or application forms
• Statements showing the financial impact
• A copy of the complaint submitted to the provider and or the response received

Having these documents available helps avoid unnecessary delays.

Lodge your complaint here: www.faisombud.co.za or call (012) 762 5000; Sharecall 086 066 3274 for assistance

16/04/2026

Thank you to everyone who visited the FAIS Ombud stall at the Rand Show.

We appreciate the opportunity to engage with you, answer your questions, and explain how we can assist with complaints about financial advice and services.

If you have any concerns about financial advice or how your complaint was handled, remember that we are here to assist.

14/04/2026

Consumers should first submit their complaint to the financial service provider involved and allow the required response period.

If the matter remains unresolved and relates to financial advice or intermediary services provided by an authorised FSP, you may then escalate your complaint to the FAIS Ombud for independent review.

Lodge your complaint here: www.faisombud.co.za or call (012) 762 5000; Sharecall 086 066 3274 for assistance

Address

125 Dallas Avenue, Menlyn Central
Pretoria

Opening Hours

Monday	07:30 - 16:30
Tuesday	07:30 - 04:30
Wednesday	07:30 - 16:30
Thursday	07:30 - 16:30
Friday	07:30 - 15:30

Telephone

+27127625000

Website

http://www.faisombud.co.za/

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