If you’ve been financially impacted by COVID-19 and need support, see the range of initiatives we’ve put in place if you’re a personal banking customer or a business banking customer. For all other COVID-19 updates, see here.
See latest information on the Government's Finance Guarantee Scheme for businesses.
If you'd like to make a complaint, give us a compliment for a great experience you've had or have feedback about something else, we'd like to hear from you. We use this feedback to make sure we keep doing what you like us to do, and to work on the things we need to improve.
We appreciate you taking the time to give us your feedback – you can give us your feedback a couple of ways.
We resolve a majority of complaints within two to five business days. When it’s a more complex complaint, it can take longer to resolve but we’ll provide you with regular updates.
When we make a decision about your complaint, we'll tell you why we made the decision and what we’re going to do next.
Our Complaints Resolution Team will do their best to make sure your complaint is fully resolved, but if you’re not satisfied with the outcome you can request an independent internal review. This should be requested in writing by emailing email@example.com.
If we haven’t been able to resolve your complaint, you might want to get help from the Banking Ombudsman Scheme.
The Banking Ombudsman Scheme provides free independent help to resolve disagreements between banks and their customers. The Banking Ombudsman Scheme will refer a case to us if it hasn’t already been through our complaints process.
They won’t look at the following types of complaints:
Banking Ombudsman Scheme brochures are available at your nearest Kiwibank, or you can contact the Banking Ombudsman Scheme directly.