How to make a complaint
If we've made a mistake or haven't met your expectations, we'd like the opportunity to make things right.
The quickest and easiest way to make a complaint is by completing the form below. You'll also find information about how we handle complaints, what you can expect from us, and other ways to get in touch if you'd prefer not to use the form.
Submit your complaint
Other ways to make a complaint
- Call our dedicated Complaints Resolution Specialists on 0800 333 239
- Chat to a Kiwibank representative or a branch manager at your nearest Kiwibank
- Complete an instore feedback form at your nearest Kiwibank
- Send a SecureMail through the Kiwibank App or Internet banking
- Write to us: Feedback, Kiwibank Limited, Private Bag 39888, Wellington Mail Centre, Lower Hutt 5045.
- If you’re overseas, call +64 4 473 11 33 (international charges apply).
We'll ask you to tell us what happened, who you've spoken to, and what you'd like us to do to put things right.
You can appoint someone else to lodge or manage your complaint on your behalf, such as a friend, family member, legal representative or financial counsellor. We'll talk to your representative if you authorise us to do so.
We're happy to work with an interpreter to assist you in lodging and managing your complaint, such as iSign or NZ Relay. Please let us know if you need help lodging your complaint, including details of your specific needs.
What we do about complaints
We are committed to working with you to understand what’s happened and to try to resolve your complaint promptly. We promise to listen to you and do our best to find a solution that is fair and reasonable. To help us resolve your complaint quickly we will telephone or email you.
We resolve a majority of complaints within two to five business days. When it’s a more complex complaint, it can take longer to investigate and resolve but we’ll provide you with regular updates.
When we investigate and make a decision about your complaint, we'll tell you why we made the decision and what happens next.
What if we can't resolve your complaint?
If we haven’t been able to resolve your complaint, or if you're dissatisfied with the outcome of our investigation, you can contact the Banking Ombudsman Scheme. The Banking Ombudsman Scheme provides free independent help to resolve disagreements between banks and their customers.
The Banking Ombudsman Scheme can look into most types of banking-related complaints. For more information about the complaints they can consider, visit bankomb.org.nz. The Banking Ombudsman Scheme will refer a case to us if it hasn’t already been through our complaints process.
Banking Ombudsman Scheme brochures are available at your nearest Kiwibank, or you can contact the Banking Ombudsman Scheme directly.
Code of Banking Practice
We adhere to the Code of Banking Practice, which sets out best industry practice and what banks will do for customers. To download a copy of the New Zealand Bankers' Association Code of Banking Practice, visit nzba.org.nz.