What we do about complaints

If you feel we haven’t delivered on what we promised, please let us know so we can try and resolve the issue. You can do this in several ways:

We take all complaints seriously and every complaint is fully investigated, as improving our customer service is important to us. We’ll let you know what we’re doing about your complaint within five business days of receiving it.

If you’re not satisfied with the outcome, you can send a request in writing to our Complaints Manager to reconsider your concerns. Most concerns can be resolved by this stage. However if your issue can’t be resolved this way, it may need to go to the Banking Ombudsman.

Banking Ombudsman

The Banking Ombudsman provides free independent help to resolve disagreements between banks and their customers. The Banking Ombudsman will refer a case to us if it hasn’t already been through our complaints process. For more information visit the Banking Ombudsman website.

Banking Ombudsman contact details

Freephone: 0800 805 950

Phone: +64 4 915 0400 (from overseas)



Postal Address:

Freepost 218002

P O Box 25327

Featherston Street

Wellington 6146


We would also like to hear about any compliments or great suggestions so we can keep making Kiwis better off! Complete our online form to pass on your thoughts.