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.
23 Feb 2015
If we think a bank makes a reasonable offer to settle a complaint, we are not able to consider it further, as in this case in which a bank offered some compensation after bank cards were stolen and poor PIN protection led to theft from bank accounts.
17 Feb 2015
The Banking Ombudsman Scheme wants your ideas about suggested amendments to its terms of reference (rules) following its independent review last year. To find out more and to make a submission click here.
16 Feb 2015
If you find yourself in a difficult financial situation you can apply to withdraw KiwiSaver savings on the grounds of hardship. But as this recent case shows, you need to ensure you follow process and provide all the required information otherwise your application may be declined.
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