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

Show the ID to get the money

04 May 2016

If you want to be able to cash a cheque at the bank, be prepared to show some ID, otherwise you might go away empty-handed.

Call for more care setting up joint accounts

02 May 2016

The Banking Ombudsman Scheme is urging people setting up shared accounts to think carefully about how they allow users to operate such accounts after continuing to see a steady stream of complaints about “account mandates”.

Was it switching insurance that was the problem…or something else?

27 Apr 2016

A declined insurance claim to a new insurer led to a complaint about missing out on a payout following a switch from one company to another.  Did we agree?  

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.