CONTENT
PREVIOUS
NEXT
1

About this document

The Code of Banking Practice (‘Code’) is a voluntary code and is aligned with the Conduct Standard for Banks, 3 of 2020 and the Treating Customers Fairly (TCF) outcomes.

The Code:

  • sets out the minimum standards for service and conduct that you, as a customer, can expect from us, your bank, with regard to:
  • the services and products that we offer, and
  • how we would like to relate the above to you;
  • applies only to customers;
  • will guide you when you transact with us, and it will help you better understand your rights and responsibilities and our responsibilities in serving you;
  • is in addition to any other regulatory requirements that we have to comply with in relation to our provision of banking products or services; and
  • refers to issues that can be subject to specific legislation, regulations and supervisory body requirements that can change from time to time and will override the Code.

  For your information

This Code applies only to customers who are personal customers or small, medium and microenterprises. Any usage of the term ‘you’ must be read within this limitation. Certain parts of this Code may have further restrictions regarding its field of application. These restrictions will be provided in the introduction of the relevant part and ‘you’ in that part must be read within the restrictions.

We, the bank:

  • are committed to meeting the standards set out in this Code and confirm that the key principles of fairness, transparency, trust, confidence, accountability, integrity and reliability will guide our relationship with you;
  • accept the jurisdiction of the National Financial Ombud Scheme South Africa (‘Ombud’) aligned to the Ombud’s terms of reference, for:
  • considering complaints,
  • mediating and negotiating amicable settlements,
  • making binding determinations based on this Code, the law and/or equity where appropriate, and
  • making recommendations based on this Code, the law and equity in other circumstances;
  • acknowledge that:
  • a determination that the Ombud makes can be made an order of the court, and
  • the Ombud can publish determinations and recommendations, and our refusal to comply, if we refuse to abide by any recommendation of the Ombud (please refer to the Ombud’s website at https://nfosa.co.za/).
Important information To help you:
  • understand the terms that we use in this Code we have explained them in paragraph 30 ‘Useful explanations’; and
  • easily identify the terms that we have explained in paragraph 30 they appear in italics in this Code.
Effective date of this Code
  • The Code applies from 1 July 2025.
  • This Code will apply to your and our conduct from the effective date. Any conduct before the effective date will remain governed by the Code dated January 2012.
Copies of the Code You can:
  • obtain this Code from your bank;
  • view the Code on the Banking Association South Africa’s website at www.banking.org.za; and
  • view the Code on the National Financial Ombud’s website at https://www.nfosa.co.za.
Important contact details For details of the relevant Ombud and other services that are available see:
  • The Banking Association South Africa website at www.banking.org.za; and
  • paragraph 26 and 27 of the Code.