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

Doh! Keep tabs on your account balances

02 Feb 2016

A debit card transaction processed a month later put a man’s account into overdraft.  He thought the delay was the bank’s fault and he shouldn’t have to pay the overdraft charges and fees but did we agree?

Beware – being a guarantor lasts for a long time

05 Jan 2016

When the company a man owned went into liquidation, a 10-year-old agreement to be a guarantor came back to haunt him.

All the best for Christmas and the holiday season!

23 Dec 2015

Our office closes at 12:30pm on Thursday 24 December and reopens at 8:30am on Tuesday 5 January 2016.

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.