FNB wins at the Ombudsman Awards for Complaints Resolutions – for second consecutive year

FNB is proud to announce that it has won the 2015 Ombud’s Award in recognition as the bank that has excelled at dispute resolution, at the recent annual awards held by The Ombudsman for Banking Services.

FNB won the award for the 2015 Category A bank, which is based on a bank’s dealing with each of the formal cases opened during the year; the Ombudsman tracks and reviews the steps taken to resolve these formal complaints.

“We are delighted that we have again been recognised for our work on customer resolutions,” says Valerie Bosman, CEO of FNB Consumer Centre Support. “We have been investing in our systems and working at efficiently dealing with each and every customer complaint to a satisfactory resolution.”

FNB implemented the CARE system in 2010, which is a system that records, tracks complaints and queries across FNB. The implementation of this system has been instrumental in identifying and ensuring each complaint is dealt with efficiently.

This achievement by FNB in 2015 is significant and shows the dedication of all service areas within FNB to treating customers fairly within a customer centric model. In 2012, 2014 and 2015 the Category A Award also went to FNB.

“We believe the secret to our success is treating customers fairly and with respect, ensuring immediacy with regard to resolution management and we hope to continue this commitment to serve our customers into 2016,” concludes Bosman.