FNB routes its customer contact through the app and online banking rather than publishing a general call centre number, and that is a deliberate design rather than an omission. The number it does publish, 087 575 9408, is specifically its complaints resolution team — not general banking enquiries. For everyday matters FNB directs you to log in to the FNB App or Online Banking and use the Contact us option in the menu, which puts you into an authenticated channel where an agent can actually see your accounts. The bank also runs Secure Chat for the same reason. What makes FNB’s published material unusually useful is the complaints process itself: it commits to specific timeframes, and it names every external body you can escalate to. Both are set out below, taken from FNB’s own pages.
Official contact channels
- Complaints resolution team: 087 575 9408
- Email: [email protected]
- In-app and online banking: log in to the FNB App or Online Banking, then Menu, then Contact us
- Secure Chat: FNB’s authenticated chat channel, reached from its complaints resolution pages
- In person: any FNB branch
FNB does not publish a general customer service telephone number on its contact pages. If you are given one, confirm it against fnb.co.za or inside the app before using it, because a bank’s main number is a frequent target for impersonation.
What this organisation provides
First National Bank is a division of FirstRand Bank Limited, offering personal, business, corporate, public sector and private banking, along with lending, investment and insurance products and the eBucks rewards programme. It is an authorised financial services and credit provider, registration number 1929/001225/06, NCRCP20. Because FNB is a division of FirstRand rather than a separate company, it shares that registration with other FirstRand businesses — WesBank among them — which is why the same NCRCP number appears across the group.
Address and operating information
- Physical address: 4 Merchant Place, corner Fredman Drive and Rivonia Road, Sandton, 2196
- Postal address: PO Box 650149, Benmore, 2010
FNB publishes no contact centre operating hours. The head office address is a corporate location rather than a walk-in banking hall; for in-person banking use a branch. The app and Secure Chat are available outside branch hours and are the practical route at night or over a weekend.
Support and escalation routes
FNB sets out a three-step complaint process with published timeframes, which gives you concrete checkpoints to hold it to.
- Step 1 — get in touch through the app, on 087 575 9408, at [email protected], or at a branch.
- Step 2 — give details: your full name, business name if applicable, contact details, a detailed description, and any supporting documents or evidence.
- Step 3 — await feedback. FNB says it will confirm receipt within one business day, and aims to resolve complaints within five business days, keeping you informed if more time is needed. Those two commitments are your checkpoints: if no acknowledgement arrives within a day, chase it.
If you remain dissatisfied, FNB names eight independent bodies you may escalate to: the FAIS Ombudsman, the Information Regulator, the National Financial Ombud Scheme, the Financial Sector Conduct Authority, the Consumer Goods and Services Ombud, the National Credit Regulator, the National Consumer Commission, and JSE Market Regulation. Which one applies depends on the nature of the complaint — credit matters to the NCR, banking disputes to the NFO, advice and product matters to the FAIS Ombudsman, and personal information to the Information Regulator.
Sources
The complaints number, email address, complaint process, timeframes, escalation bodies and addresses on this page were read from FNB’s own contact and complaints pages at fnb.co.za on 30 August 2026. Nothing has been inferred or taken from a directory. FNB publishes no general customer service number and no contact centre hours, and this page does not supply either.