FNB has been awarded the National Financial Ombud Scheme (NFO) Excellence Award for Category A Banks, recognising the bank’s performance in delivering fair customer outcomes and resolving complaints effectively.<\/p>\n
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The award is presented to the bank that achieves the highest overall score across key service measures, including the quality of customer responses, turnaround times, and fairness in complaint resolution.<\/p>\n
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The recognition follows FNB’s strong performance in the NFO’s latest Annual Report and reflects the bank’s continued focus on building trust through transparent processes, responsive service, and customer-centric decision-making that delivers meaningful help.<\/p>\n
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FNB CEO Lytania Johnson says this recognition reflects a principle that sits at the heart of FNB’s culture; earning and maintaining the trust of its customers. \u201cFairness is not simply a measure used by the Ombud. It is a principle that guides how we serve our customers, resolve concerns, and make decisions across our business. At its core, fairness means listening to our customers, understanding their circumstances, and providing real help when they need it most. Receiving this recognition for the second consecutive year reinforces our unwavering commitment to delivering outcomes that are transparent, consistent and centred on our customers\u2019 needs.\u201d<\/p>\n
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In addition to receiving the excellence award, FNB ended the 2025 calendar year as the least-complained-about bank among South Africa’s five largest banks for formal Ombud cases, achieving this ranking for the first time.<\/p>\n
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The bank also continued to perform strongly in complaint resolution. FNB’s turnaround times on formal complaints outperformed the industry average and ranked as the second best among the top five banks. In addition, rulings in favour of the bank improved from 85% in 2024 to 90% in 2025, the highest among its peer group. Johnson says this demonstrates FNB\u2019s commitment to fair engagements and outcomes for its customers.<\/p>\n
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FNB’s approach to customer experience is increasingly shaped by data, technology, and artificial intelligence to provide more personalised and proactive support.<\/p>\n
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“We are reimagining how we support our customers by combining technology with human expertise. Through innovations like NAVi, our fully integrated conversational virtual assistant\u00a0on the FNB App, we are creating more intuitive banking experiences that help customers navigate important financial decisions with greater confidence.<\/p>\n
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Our goal is to resolve issues more efficiently, better understand customer needs, and provide meaningful support at the moments that matter most. Technology plays an important role in that journey, enhancing our ability to deliver experiences that are more relevant, personalised and valuable,” adds Johnson.<\/p>\n
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As part of its long-term strategy, FNB continues to invest in digital innovation, artificial intelligence, and customer-centric service capabilities to help customers make better financial decisions, navigate complexity with confidence and achieve their goals. By combining technological innovation with a strong culture of customer care, the bank believes it is well positioned to continue delivering trusted banking experiences and fair outcomes for customers in an increasingly digital world.<\/p>\n
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” Our focus remains on helping people make better financial decisions, feel supported when it matters most, and bank with confidence. While we are proud of this recognition, it also challenges us to keep raising the bar. By combining innovation, human expertise and an unwavering commitment to fairness, we will continue building banking experiences that create lasting value and help for our customers and contribute to stronger financial outcomes for the people, businesses and communities we serve,” concludes Johnson.<\/p>\n
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FNB has been awarded the National Financial Ombud Scheme (NFO) Excellence Award for Category A<\/p>\n","protected":false},"author":1,"featured_media":795,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[12],"tags":[],"class_list":["post-793","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-finance"],"yoast_head":"\n