Ombudsman honours best banks for top service

LAST Friday ombudsman for Banking Services Clive Pillay named the winners of their annual awards that recognise banks and their staff for exceptional service in resolving complaints.

LAST Friday ombudsman for Banking Services Clive Pillay named the winners of their annual awards that recognise banks and their staff for exceptional service in resolving complaints.

The banks were divided into two categories, separated by the size of their asset market share and the volumes of complaints.

Nedbank won category A, comprising the big four banks.

"The big four constitute 95percent of complaints received by our office and Nedbank this year dealt the best with customers' complaints," Pillay says.

"Nedbank's 'ask once' slogan has been the key to our success in helping us refocus on our clients' needs," says general manager of Nedbank's service resolution department HermanMunsamy.

In category B, African Bank is the shining star.

"Only banks with 10 or more complaints that required our involvement were considered for this category," Pillay says.

African Bank' s internal consumer advocate Marilyn Budow was recognised as the best staff member dealing with the Ombud.

The best staff member in category A is fiercely contested each year. This year, in moving your complaints forward, Standard Bank's stalwart Les Barrett was the unprecedented champion.

"The awards are a way for banks to strive to provide exceptional transparent service when dealing with customer complaints," Pillay says.

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