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

Loan led to financial hardship

28 Aug 2015

A woman who bought an investment property with an acquaintance later complained about hardship and that the bank should never have let her borrow the money. Read on for what we found.

More talking could avoid bank-customer woes, says Banking Ombudsman

28 Aug 2015

A lack of good communication can be blamed for most complaints about banks, says the new head of the Banking Ombudsman Scheme.

Misunderstanding over joint loan left man out of pocket after mother’s death

14 Aug 2015

A man was left out of pocket after a misunderstanding over a joint loan taken out with his mother.  To make matters worse, the bank still expected him to pay loan-related insurance premiums after his mother’s death.

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.