by NJABULO MKHIZE
JOHANNESBURG — FIRST National Bank (FNB) has been awarded the 2025 National Financial Ombud Scheme of South Africa (NFO) Excellence Award, recognising its leadership in fair customer treatment and dispute resolution.
The accolade, based on quality of response, turnaround time, and fairness, names FNB the top-performing large bank in the country. The NFO also considered compliance with the Conduct Standard for Banks, which prioritises transparency and fair treatment in delivering financial services.
FNB CEO Harry Kellan said the award affirms the bank’s commitment to the principles of Treating Customers Fairly. “We hold ourselves to a very high standard to give customers the confidence they deserve,” Kellan noted.
The win follows notable year-on-year improvements, including a 10% drop in formal NFO complaints, a 12% decline in premature complaints, and a 43-day average resolution time — well ahead of the industry’s 52-day average. FNB also recorded an 84% rate of rulings in its favour, compared to the 79% industry average.
FNB continues to enhance customer engagement through its Secure Chat feature on the FNB Banking App, contact centres, branches, and relationship banking teams.
– CAJ News
