Code of Banking Practice


The Code of Banking Practice (“the Code”) regulates various banks’ relationships with their clients. To paraphrase the Code, it is a voluntary code and is aligned with the Conduct Standard for Banks, 3 of 2020 and the Treating Customers Fairly (TCF) outcomes. It sets out the minimum standards for service and conduct you can expect from your bank with regard to the services and products it offers. The Code only applies to personal or small, medium and microenterprises.
The Code’s objectives are to -
- promote good banking practices by setting minimum standards for us when dealing with you;
- increase transparency so that you can have a better understanding of what you can reasonably expect of the products and services we offer to you;
- promote a fair and open relationship between you and us; and
- foster confidence in the banking system.
A new version of the Code went into effect on 1 July 2025 and you can obtain a copy for yourself by clicking on this link or by visiting the Banking Association of South Africa’s website at https://www.banking.org.za/code-of-banking-practice/.
In addition, we are automatically subject to the jurisdiction of the National Financial Ombud Scheme (NFO). The NFO is an independent Ombud who can accept banking and other complaints within its jurisdiction or terms of reference. The Ombud is available to you at no cost to consider any complaint that we have not been able to resolve with you to your satisfaction,You can find out more about the National Financial Ombud Scheme on its website at www.nfosa.co.za