The office of the Ombudsman receives complaints by clients against the banks, investigates and adjudicates those complaints. The client should lodge the complaint first with the bank and if the bank does not respond or gives the client an unsatisfactory answer, then the client should lodge the complaint in writing to the CBE Ombudsman. The Ombudsman will investigate and resolve the complaint at no cost to the client.

What we can do for you

We investigate and resolve your dispute through a fair and effective process - free of charge!

How to lodge a complaint are you unhappy with the service or product offered by your bank?

Register a complaint directly to the complaint redress department in your bank. If the complaint remains unresolved, you can then send your complaint by email: ombudsman@centralbank.org.sz, or post your letter (written in English or Siswati) to: P. O. Box 546 Mbabane, or have it hand delivered to the Central Bank of Eswatini, Mbabane. You can also call us at 2408 2274.

What you should know

We assist anyone with an unresolved complaint with their bank; be it individuals, small businesses, associations, cooperatives. We consider most types of bank related complaints. We do not give advice about banking-related matters. We do not investigate matters which are pending in other legal forums (e.g. Court) there may be exceptions.

What you need to tell us
  • You need to tell us the product or service you are complaining about.
  • What you think the bank has done wrong and how this has affected you.
  • You also need to provide any relevant documentation and what you want your bank or Ombudsman office to do about it.

    Complaint Form

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