trust us to be fair

Welcome to New Zealand's Banking Ombudsman Scheme

The Banking Ombudsman Scheme investigates and resolves disputes between customers and their banks. We are independent of scheme participants, customers, and government. Our service is free of charge and easy to use.

This website provides you with information to help you avoid making mistakes with banking services, and how we can help you if you need it. It also helps you make a complaint to us if you're unable to sort it out with your bank.

We will do our best to help you - trust us to be fair.

Welcome to New Zealand's Banking Ombudsman Scheme

The Banking Ombudsman Scheme investigates and resolves disputes between customers and their banks. We are independent of scheme participants, customers, and government. Our service is free of charge and easy to use.

This website provides you with information to help you avoid making mistakes with banking services, and how we can help you if you need it. It also helps you make a complaint to us if you're unable to sort it out with your bank.

We will do our best to help you - trust us to be fair.

Latest news

Unclear information from bank about freezing accounts leads to complaint

29 Jul 2015

Mixing business with family can create problems when differences arise.  A member of a family partnership complained that the bank provided poor advice about what to do in dispute situations when another family member froze the partnership’s account.

Widower said bank failure meant he couldn’t claim all his deceased wife’s money

07 Jul 2015

We had a complaint recently from a widow who said he was going to have to contest his deceased wife’s money through the courts because the bank hadn’t carried out instructions to give him joint on all her accounts.  Read on for our decision.

Builder complains about bank’s poor service and its impact on his reputation

29 Jun 2015

Misunderstandings about the intended use of a bank loan resulted in a complaint about poor customer service, poor bank process and defamation of character.  It also resulted in the customer receiving $5,000 in acknowledgement of this.

Message from the Banking Ombudsman

"We consider complaints between banks and their customers, resolve them fairly, and share what we’ve learned to improve the banking experience for all."

- Nicola Sladden, Banking Ombudsman

Contact us

Our office hours are 8:30am to 5:00pm Monday to Friday (New Zealand time).

For contact details please click here.

We can consider your complaint if your bank is one of our scheme participants.

For complaints about our service please click here.