The FAIS Ombud’s credo states:
We believe our first responsibility is to the Constitution of the Republic of South Africa and to the statutory mandate that created our organisation. We are completely independent and deal with all disputes fairly and impartially.
Our service is for people from all backgrounds. We will look at the facts of each complaint, not at how well the complaint is presented. No one should need any special expertise or professional help in order to bring their complaint to us.
We aim to give clear, sound and logical reasons for our decisions – any fair-minded person should understand why we reached a particular conclusion.
We are not bound by formal and rigid procedures to resolve complaints and we aim to be flexible in our approach.
We will engage all concerned to help both consumers and financial service providers understand their respective rights and responsibilities. Our ultimate aim is to improve confidence in the financial services industry.
We must constantly strive to educate both ourselves and those we serve about our services and make our services easily accessible. We will ensure all parties in a dispute have an opportunity to present their case. In doing so, we will ensure the dignity of those we serve by treating each with utmost respect and courtesy.
We must at all times build a collegiate base that is diverse and equitable and encourage contributions to our core business. We are responsible for ensuring that each of our colleagues is regarded as an individual and experiences an affirming and empowering learning environment.
We must be mindful of the ways in which we help our colleagues to fulfil their family responsibilities. We must encourage one another to communicate our opinions, feelings and, indeed, our grievances in an environment conducive to amicable resolution, not recrimination. We will support one another to be innovative, to exercise reasonable initiative, and to share our learning.