Consumer Feedback
The charts show the level of satisfaction with OBSI's services, whether consumers received compensation or not.
OBSI received 142 responses, representing 22% of cases closed during the year (58 responses from consumers with a banking-related complaint and 84 responses from consumers with an investment-related complaint).
Overall results in all four categories were favourable. Consumers with investment-related complaints also provided overwhelming favourable feedback when asked about their interactions with staff and ease of process. While the majority of consumers with banking-related complaints also provided favourable feedback, interactions with staff scored slightly lower.
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Additional Consumer Feedback
| I was able to lodge my complaint in the official language of my choice |
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| OBSI provided services to me free of charge |
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| OBSI provided me with information on its complaint-handling procedures |
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| OBSI dealt with my complaint promptly |
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| OBSI provided me with a final written conclusion or recommendation |
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| OBSI helped me to understand the complaint process |
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| Process was easy to understand |
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| Final written recommendation was clear |
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*Note: Percentages may not total 100 due to rounding off.