Analysis of the last three years’ data reveal that bankers continue to keep customers informed about the existence of the Ombudsman. The percentage of clients knowing about the Ombudsman has increased from 44% in 2013, to around 49% in 2015.

This seems to indicate that banks are committed to resolving customer complaints in a timely and effective manner. Furthermore, word of mouth amongst clients has also increased marginally from 45% in 2013 and 2014, to around 47% in 2015.