Everything we do is guided by the following values:
Manaakitanga:
Respect
We work in a mana enhancing way.
Kaokao symbolises the ribcage of warriors and the embrace of mother earth (Papatūānuku) and represents protection.
Ararau:
Understanding
We strive to understand the perspective and circumstances of each person we work with.
Poutama symbolises the pursuit of knowledge, understanding and different levels of advancement and growth.
Kairangi:
Honesty
We are honest and fair and act with integrity.
Niho taniwha represents strength, stability. The repetitive pattern symbolises a chief’s lineage, stories, histories and myths passed down over time.
Tauutuutu:
Collaboration
We work in a collaborative way to ensure fair and timely results.
Waharua/Waharua kōpito represents bravery, collaboration and reciprocity.
Auahatanga:
Excellence
We aim to provide an innovative and responsive service, and are continually striving for excellence.
Mangopare means hammerhead shark and symbolises strength, leadership, courage and tenacity. It is said all artistic pursuits come from the realm of Tangaroa.
Underlying principles of the Banking Ombudsman Scheme
- We are completely independent of scheme participants, consumer groups and government.
- We are fair to both complainants and scheme participants.
- There is no cost to the complainant and our processes are accessible and easy to use.
- We give clear accountable reasons for each decision we make. We publish information about both the numbers and types of complaints, and we also publish our case notes.
- Our effectiveness means we can often resolve complaints quickly with little formality. When formal recommendations are made, scheme participants nearly always accept them. If a bank does not accept a recommendation, the Banking Ombudsman Scheme can make an enforceable award of compensation.
- We aim to work efficiently to produce a fair outcome in every case. If there is going to be a delay, we will tell you about it and about when you can expect the next action.