Skip to content
Report a wrong number

Government · Complaint & ombud

Old Mutual Ombudsman Contact Details

Verified 27 September 2026Official source onlyIndependent directoryPublished by Silas T Nkoana, Cape TownReport a wrong number

All complaint & ombud routesCheck this is the right body

There is no body called the “Old Mutual Ombudsman”: Old Mutual’s own last step is its Office of Internal Arbitration on +27 21 509 1770 or arbitrator@oldmutual.com, and after that the independent National Financial Ombud Scheme (NFO) is on 0860 800 900. Which ombud you need depends on your complaint: insurance and banking disputes go to the NFO, retirement fund disputes to the Pension Funds Adjudicator, and complaints about a financial adviser to the FAIS Ombud.

Old Mutual ombudsman contact details at a glance

RouteDetails
Old Mutual complaints (first step)complaints@oldmutual.com
Old Mutual complaints line0860 933 333
Old Mutual Office of Internal Arbitration+27 21 509 1770
Old Mutual Office of Internal Arbitration emailarbitrator@oldmutual.com
National Financial Ombud Scheme (NFO)0860 800 900
NFO WhatsApp076 574 8055
NFO emailinfo@nfosa.co.za
Pension Funds Adjudicator toll free (retirement fund complaints)0800 74 4444
Pension Funds Adjudicator office012 748 4000
Pension Funds Adjudicator emailenquiries@pfa.org.za
FAIS Ombud (complaints about financial advisers)012 762 5000
FAIS Ombud sharecall086 066 3274
FAIS Ombud emailinfo@faisombud.co.za

Official contact channels

Start with Old Mutual itself. Email complaints@oldmutual.com or call 0860 933 333. If Old Mutual’s complaints process does not resolve your case, its Office of Internal Arbitration is on +27 21 509 1770 and arbitrator@oldmutual.com.

The independent ombuds are:

Old Mutual’s own regulating bodies page shows older numbers for some of these offices. The numbers above were read on each ombud’s own website.

What each office handles

  • Old Mutual Office of Internal Arbitration: Old Mutual’s in-house office that can hear your case after the normal complaints process, before you go to an external ombud.
  • NFO: has divisions for Banking and Credit, Non-life Insurance and Life Insurance, so it handles Old Mutual insurance and banking disputes.
  • Pension Funds Adjudicator: retirement fund complaints, for example SuperFund withdrawals. It offers online complaint lodging and tracking.
  • FAIS Ombud: complaints about financial advisers.

Complaints and escalation process

Old Mutual tells customers to contact the industry bodies only after they have exhausted Old Mutual’s own complaint options. Inside Old Mutual, the call centre, department or branch tries first, then the Client Relationship Manager or Manager, then Complaints Management.

  1. Complain to Old Mutual first at complaints@oldmutual.com or on 0860 933 333. Include your policy or member numbers, the facts, supporting documents, proof of loss and the remedy you want.
  2. If you are still unhappy, escalate to the Office of Internal Arbitration on +27 21 509 1770 or arbitrator@oldmutual.com.
  3. For an insurance or banking dispute that is still unresolved, go to the NFO on 0860 800 900, WhatsApp 076 574 8055 or info@nfosa.co.za.
  4. For a retirement fund dispute, go to the Pension Funds Adjudicator on 0800 74 4444 or enquiries@pfa.org.za.
  5. For a complaint about an adviser, go to the FAIS Ombud on 012 762 5000 or info@faisombud.co.za.

Address and operating information

The NFO has two offices:

  • Johannesburg: 110 Oxford Road, Houghton Estate, Johannesburg, Gauteng, 2198.
  • Cape Town: 6th Floor, Claremont Central Building, 6 Vineyard Road, Claremont, Cape Town, 7708.

The Pension Funds Adjudicator’s head office is on the 4th Floor, Riverwalk Office Park, Block A, 41 Matroosberg Road, Ashlea Gardens, Pretoria.

For other ombuds and regulators, see the government hub or the government directory N to P listings.

Frequently asked questions

Is there an Old Mutual Ombudsman?

No. Old Mutual has an internal Office of Internal Arbitration, and the independent ombuds are the NFO, the Pension Funds Adjudicator and the FAIS Ombud.

What is the Old Mutual internal arbitrator contact number?

The Office of Internal Arbitration is on +27 21 509 1770, email arbitrator@oldmutual.com.

Which ombud handles Old Mutual insurance complaints?

The National Financial Ombud Scheme (NFO): 0860 800 900, WhatsApp 076 574 8055, info@nfosa.co.za.

Where do I complain about an Old Mutual SuperFund withdrawal?

Retirement fund complaints go to the Pension Funds Adjudicator on 0800 74 4444 or enquiries@pfa.org.za, after Old Mutual’s own process.

Do I have to complain to Old Mutual first?

Yes. Old Mutual tells customers to use the industry bodies only after exhausting its complaint options, starting with complaints@oldmutual.com or 0860 933 333.

Sources

  • Old Mutual, Customer compliments and complaints: oldmutual.co.za/customer-compliments-and-complaints/, read 2026-09-26
  • Old Mutual, Regulating bodies: oldmutual.co.za/about/regulating-bodies, read 2026-09-26
  • NFO, Contact us: nfosa.co.za/contact-us/, read 2026-09-26
  • Pension Funds Adjudicator, Contact us: pfa.org.za/contact-us/, read 2026-09-26
  • FAIS Ombud, Contact us: faisombud.co.za/contact-us/, read 2026-09-26