Code of Banking Practice

The Code of Banking Practice (“the Code”) is a voluntary code that sets out the minimum standards for service and conduct you can expect from your bank with regard to the services and products it offers, and how we would like to relate to you. The Code only applies to personal and small business customers.

In the text of the Code, "you" means the customer and "we", "our" and “us” refer to your bank. There is a section at the end of the Code which contains definitions of useful banking terms. These appear in italics in the text of the Code.

The Code will be a guide for you when you transact with your bank and it will help you better understand your rights and responsibilities as well as your bank’s responsibilities in serving you. We are committed to meeting the standards set out in this Code. Our relationship with you will be guided by four key principles, namely fairness, transparency, accountability and reliability.In the Code we refer to issues that may be subject to specific legislation and regulation which may change from time to time and will take preference over the Code.

We accept the jurisdiction of the Ombudsman for Banking Services to mediate, to make binding determinations based on this Code and on the law where appropriate, and to make recommendations in other circumstances including those based on equity. A determination made by the

Ombudsman for Banking Services may be made an order of the court. If we refuse to abide by a recommendation of the Ombudsman for Banking Services, the Ombudsman may publish the recommendation and the relevant bank’s refusal to comply.

Copies of the Code are available from us and from The Banking Association South Africa. You can also view the Code on The Banking Association’s website at www.banking.org.za or on your bank’s website. The contact details of the relevant Ombudsman services appear on The Banking Association's website and in section 10 of the Code.

THIS CODE APPLIES FROM: 1 January 2012

Click on the link below to download the full Code of Banking Practice.