Complaints procedures

Complaints Procedures in the Banking Industry

When a bank client has a complaint about a bank product or service, there are a number of ways to “complain”.

The Banking Association introduced a specific dispute resolution policy in 2003 that is binding on all its member banks. This policy prescribes the process and other requirements when a bank receives and manages a complaint from a client. There are a number of steps a client must follow in the complaint process - let’s see what they are:


If you are not satisfied with the outcome of a complaint lodged with your bank, you can do the following:

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Please note that is only as a brief summary of the main provision of the Code and should not be relied upon as a legal document. There are many other provisions and exemptions under the Code. For more detailed information and the full Code please download the Code of Banking Practice.

Legislation Info

© The Banking Association South Africa 2019