Ombud Council AR 2026

PART B: PERFORMANCE INFORMATION

Figure 5: Enquiries

30 412 28 185 (2024/25) Total Enquiries ALL SCHEMES

FAIS 11 538 Enquiries

NFO 10 702 Enquiries

PFA 8 172 Enquiries

The three schemes recorded 30 412 enquiries. Enquiries include requests for information or other approaches to a scheme that may fall outside the definition of “complaint” in the relevant legislation or scheme governing rules and are for this reason not treated as formal complaints. For the FAIS Ombud and the NFO, enquiries include matters that are not complaints, as well as matters referred elsewhere as they are out of jurisdiction. For the PFA, enquiries include matters not regarded as complaints. This shows the broader role performed by the financial ombud system in assisting financial customers to understand where and how complaints should be addressed. Figure 6: Average complaint handling completion times (working days)

NFO

PFA

FAIS

91% within 6 months 2025/2026 93% within 6 months 2024/2025

85 DAYS 2025/2026 115 DAYS 2024/2025

56 DAYS 2025/2026 59 DAYS 2024/2025

The schemes all prioritise timely resolution of complaints, although performance targets and measurements varied across schemes. The NFO reduced its average resolution time to 85 days from 115 in the prior year, and the FAIS Ombud reduced its average resolution time to 56 days from 59 in the prior year. The PFA resolved 91% of complaints within six months, which was a slight deterioration from the prior year, but remained within targeted timelines despite a substantial increase in complaint volumes. These results reflect the schemes’ continued efforts to resolve complaints efficiently and within their respective service standards. Figure 7: Formal Complaints Closed

2 978

FAIS PFA NFO

6 372

25 551

Ombud Council 2025/26 Annual Report

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