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 banking service providers. 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 banking service provider.

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 banking service providers. 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 banking service provider.

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

Latest news

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 this.

Customer misses debt repayment deadline due to unclear bank instructions

23 Jun 2015

Did fallout from a bank not making clear debt payment deadline instructions warrant $9,000 compensation for a customer being referred to debt collector? Read on to find out what we thought.

Scheme consultation on its new rules

15 Jun 2015

The Banking Ombudsman Scheme is seeking feedback on a draft version of its new terms of reference, or scheme rules. The revision is one of the recommendations of last year’s independent review of the scheme. 

Message from the Banking Ombudsman

"You can trust that we are independent, we will listen to both sides of the story and be fair.

We may not always find in your favour but we will clearly explain our findings to you.

We help others learn from the disputes we resolve. We also empower customers and banks to improve the banking experience."

- Deborah Battell, 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 banking service provider is one of our scheme participants.

For complaints about our service please click here.