Capitec had the highest number of complaints of all large South African banks in 2022, while Absa had the lowest number.
Nedbank and Capitec also had the biggest increases in the number of complaints in 2022, while Standard Bank showed the biggest improvement, with complaints dropping by 31%.
This was revealed in the Ombudsman for Banking Services South Africa’s (OBS’s) annual report for 2022, which was released yesterday.
When a bank’s internal complaint-handling procedures fail, the OBS resolves individual complaints about banking services and products.
Reana Steyn from the OBS stressed in the report that “the number of files opened per bank is, however, not indicative of the individual bank’s complaints handling performance or performance in general”.