+268 2404 7653/4464

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.