We will deal effectively with your concerns and complaints

You can make a complaint through our internal complaints process

We want you to have a good banking experience. If you’re not happy with anything we’ve done, please let us know. We’ll try to put it right, quickly and fairly.

We’ll make information about our free complaints process easily available, including on our website.

If you do make a complaint, we’ll:

• let you know that we’ve received it within five working days
• keep you up-to-date with progress, if it’s something we can’t resolve for you immediately, and
• consider your complaint fairly ─ letting you know the result within a reasonable time.

You can also contact the Banking Ombudsman

The Banking Ombudsman provides a free and independent service that helps people with unresolved problems they have with their banks.

Generally, the Banking Ombudsman can only look into your concerns once we’ve had a chance to review and respond to a complaint or concern you’ve raised. So, if you’re not happy with our response, we’ll let you know that you can contact the Banking Ombudsman.

The Banking Ombudsman can consider most complaints. See the Banking Ombudsman’s website, bankomb.org.nz, for more information.

The Banking Ombudsman may also refer some complaints to other organisations, like the Insurance and Financial Services Ombudsman, the Privacy Commissioner, or the Human Rights Commissioner.

How to contact the Banking Ombudsman

You can contact the Banking Ombudsman from their website, bankomb.org.nz. Or write to Freepost 218002, PO Box 25327, Wellington 6140, email help@bankomb.org.nz, or call 0800 805 950.

Our complaints processes are available to guarantors

Our internal complaints process and the Banking Ombudsman’s service are also available to people who provide us with a guarantee or other security for your loan.