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

Debate over what is the end of the month…

24 Aug 2016

A man who transferred money from one account into another at the end of a month to go in a prize draw complained to us when he didn’t win.

Was the bank irresponsible lending 20% over customer’s credit card limit?

17 Aug 2016

A man complained that his bank shouldn’t have let him go over his credit card limit because he hadn’t agreed to the extension and wouldn’t reimburse him for the overspend. Did we uphold his complaint?

No insurance cover a nasty shock after car crash

10 Aug 2016

A man complained after finding out he wasn’t insured after crashing a new car.  He thought he had arranged the insurance when he took out the bank loan to pay for the car.  What was the outcome?

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.