More credit consumers turn to ombud – and more are getting results
The NFO’s Credit Division recorded a 58% jump in complaints during 2025, while recoveries for consumers more than tripled and favourable outcomes outpaced every other division.
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From fraud listings to repossessions: inside the credit ombud’s case files
The NFO’s case studies show how disputes over evidence, process failures, and consumer rights can escalate into costly battles between credit providers and customers.
Income protection dispute turns on 10% increase versus CPI cap
The Appeal Tribunal found that voluntary pre-claim benefit increases were distinct from post-claim escalation and could not be used to support a fixed 10% increase.
DUI exclusions drive increase in motor claim disputes
Motor, homeowners’, and commercial policies again generated the most complaints to the Non-life Division, with exclusions and claim rejections driving many disputes.
Banking complaints surge as fraudsters follow customers online
Complaints to the banking ombud jumped 25% in 2025, with phishing, account takeovers, and unauthorised transactions leading the way.
What six banking disputes reveal about how the ombud thinks
The NFO’s 2025 annual report offers a glimpse into the disputes that reach the banking ombud – and the lessons they hold.
Life Division complaints rise 18.8% as funeral disputes dominate
The division recorded more formal investigations in 2025, but improved turnaround times and secured almost R300 million for complainants.
NFO recovers R442.99m for consumers as complaints climb
Digital-banking scams, rejected funeral claims, and insurance disputes over exclusions and maintenance emerged as key pressure points in 2025.
NFO’s only non-life final ruling of 2025 turns on theft, not ‘missing items’
Even though the SAPS case was marked ‘unfounded’, the NFO held this did not prove there had been no theft, and the policy claim fell within cover on the facts.
Clearer communication can prevent many motor insurance disputes
The NFO says proactive disclosure, better underwriting conversations, and stronger intermediary oversight will benefit customers and insurers alike.
NFO rules cancer claim turns on disease, not confirmation date
The life insurer could not rely on the date of the pathology report to deny cover after premiums had already lapsed.
CPD deadline looms – make the final hours count where it matters
With 31 May approaching, advisers face a tighter window and higher stakes – choosing CPD that delivers practical value, not just compliance.
Rejected claims expose behavioural risk in motor insurance
Motor insurance data shows most rejected claims are still driven by preventable driver behaviour, with direct implications for underwriting, advice and client risk.
Struggling with debt? Options before repossession begins
The NFO says consumers can limit costs by acting early through voluntary termination, private sale, or Sell Assist programmes.
Insurers must report number of personal lines claims in 2025
The FSCA says the information helps it to monitor the extent to which insurers are delivering fair outcomes for consumers.
New CPD courses tackle crypto advice and real-world ombud lessons
MBSE launches two practical CPD programmes to help advisers meet crypto compliance requirements and learn from ombud rulings shaping the financial services industry.
When insurance claims are declined: how exclusions work
A complaint reviewed by the National Financial Ombud Scheme highlights how exclusions linked to unlawful conduct are assessed.
