Effective Date: 01 July 2026
1. Introduction
Welcome to the official website of the Office of the Ombudsman of Financial Services (OFS). By accessing or using this website, you agree to comply with these Terms and Conditions, which govern your use of the site and its services.
2. Legal Authority
The OFS operates under the mandate provided for under the Financial Services Regulatory Authority Act, 2010 (Section 74) and resolves disputes arising from the following laws, as amended from time to time:
- Consumer Credit Act, 2016
- Insurance Act, 2005
- Retirement Funds Act, 2005
- Securities Act, 2010
- Money Laundering and Financing of Terrorism Prevention Act, 2011
- The Constitution of the Kingdom of Eswatini, 2005
These laws guide the OFS in its function as an independent dispute resolution body for complaints against non-bank financial services providers licensed by the FSRA.
3. Purpose of the Website
This website provides:
- Information about the OFS mandate, functions and services
- Guidance on how to lodge complaints
- Downloadable complaint forms
- Access to anonymised determinations
- Relevant legislation
- Educational resources for consumers of financial services
4. Use of the Website
You agree to use this website only for lawful purposes. You must not:
- Misrepresent your identity or the nature of your complaint
- Attempt to gain unauthorized access to any part of the website
- Use the website to transmit any harmful or malicious content
5. Complaints Submission
All complaints submitted via this website must be:
- Against a licensed non-bank financial services provider
- Within the jurisdiction of the OFS as defined by the FSRA Act, financial services laws, applicable rules and guidelines.
- Supported by factual and complete relevant information
The OFS will not consider complaints that fall outside its mandate.
6. Timeframe for Complaint Resolution
The OFS aims to resolve complaints within 120 (One Hundred and Twenty) calendar days from the date of receipt of a complete submission by all the parties to the complaint. Complex cases may require additional time, in which case the complainant will be notified in writing with reasons and an updated timeline.
7. Privacy and Data Protection
Your personal data is protected under applicable the laws of the Kingdom of Eswatini. The OFS will:
- Use your data solely for complaint resolution and regulatory reporting
- Not share your data with third parties except as a referral to a forum of appropriate jurisdiction and as required by law, and the OFS will inform you accordingly
- Maintain confidentiality and the protection of personal information in line with the OFS Privacy Policy
8. Intellectual Property
All content on this website, including text, graphics, logos, and documents, is the property of the OFS. You may not reproduce or distribute any content without written permission from the Ombudsman.
9. Limitation of Liability
The OFS is not liable for:
- Any loss or damage resulting from reliance on website content
- Technical issues or interruptions in website availability
- External links or third-party content
10. Third-Party Links
This website may contain links to third-party websites. These are provided for convenience and only in so far as they relate to the OFS. The OFS does not endorse or assume responsibility for the content or practices of these websites.
11. Changes to the Terms
The OFS may update these Terms and Conditions at any time, without notice. Users are encouraged to review them periodically. Continued use of the website constitutes acceptance of any changes.
12. Governing Law
These Terms are governed by the laws of the Kingdom of Eswatini. Any disputes arising from the use of this website shall be subject to the jurisdiction of the courts in Eswatini.