The broad functions of the Office are:
- To assess, facilitate, conciliate and mediate the conclusion of binding settlement agreements in respect to financial services complaints;
- To investigate and make binding rulings and/or determinations with respect to financial services complaints and disputes;
- To educate all stakeholders including consumers, financial services providers, consumer bodies and associations about the role, procedures, and jurisdiction of the Office;
- To educate the public on correct procedures for filing complaints and promote the principles of good business practice in handling complaints by the industry;
- To educate the public on the Ombudsman’s jurisdiction and explain what types of complaints the Ombudsman will not entertain;
- To encourage industry to abide by the provisions of their relevant industry code of conduct;
- To report material, persistent non-compliance with the Kingdom of Eswatini’s financial services laws to the relevant regulators;
- To protect consumers by identifying fraudulent operators and publicising the information;
- To work with other Ombudsman in the SADC Region.