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

Bank mistakenly blocks personal account

18 May 2015

Banks have to protect shared funds when a relationship fails, but read what we found when a complainant’s personal account was blocked along with joint accounts they held with an ex.

Board’s decisions on recommended changes to scheme rules

12 May 2015

The Banking Ombudsman Scheme is to amend some of its rules (terms of reference).

Request for access to client’s accounts denied

11 May 2015

An attorney acting for a client complained to us because the bank refused him access to the client’s accounts. Read on for what our investigation found.

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.