Ombud Council AR 2026

PART B: PERFORMANCE INFORMATION

The PFA, FAIS Ombud and NFO’s combined total awards to financial customers amounted to approximately R582.3 million. R99.8 million was returned to financial customers by virtue of the PFA’s interventions; R39.6 million by the FAIS Ombud and R443.0 million by the NFO. While this offers insights into the measure of impact for financial customers, it should be borne in mind that there are also complaints that are resolved without a monetary award by the schemes. This is particularly the case with the PFA where determinations often require retirement funds to take action in response to a complaint but not necessarily sounding in money.

Figure 9: Referrals between Ombud Schemes

NFO 1 783 (FAIS + PFA)

Total complaints referred between schemes 8 992

FAIS 6 271 (PFA + NFO)

PFA 938 (FAIS + NFO)

Referrals demonstrate the importance of cooperation between the schemes in ensuring that financial customers are directed to the appropriate dispute-resolution forum. They also highlight the value of coordination across the financial ombud system, particularly where the boundaries between different financial products, institutions and regulatory mandates may not be apparent to consumers. Figure 10: Referrals to other Forums and other Regulators

FAIS

PFA

NFO

REGULATORS 6 977

REGULATORS 1 630

REGULATORS 1 630

OTHER FORUMS 3 725

OTHER FORUMS 1 659

OTHER FORUMS 1 948

Matters that fall outside the schemes’ jurisdiction are referred to regulators and other forums having the appropriate jurisdiction. These referrals included matters relating to debt counselling, debt collection, unregistered or non-participating providers, as well as complaints concerning areas such as consumer goods and services, motor industry matters, information protection, property practitioners, education and employment. This reflects the value of cooperation between the ombud schemes and financial market conduct regulators, and also across consumer protection stakeholders more broadly, in ensuring that consumers are not left without recourse when experiencing unfair treatment.

Ombud Council 2025/26 Annual Report

26