Phone

0800 805 950
+64 4 915 0400 (from overseas)

We record all inbound and outbound calls.

Email

help@bankomb.org.nz

Postal address

Freepost 218002
PO Box 25327
Featherston Street
Wellington 6146

Physical address

Level 5
Huddart Parker Building
1 Post Office Square
Wellington 6011

Media enquiries

Phone us and ask to speak with the Deputy Banking Ombudsman - Prevention.

Special assistance

We can help you make a complaint if you have an impairment or speak another language. You can also view the complaint process in Te Reo Māori | Chinese | Korean | Samoan.

Complaints about our service

The Banking Ombudsman Scheme offers a dispute resolution service for complaints about banks that are members of the scheme. We are committed to providing excellent service. We welcome feedback on our service.

Sometimes we receive complaints about the service we provide. Below is a summary of how we respond to these complaints. 

What you can complain about

You can complain about the service you receive from us, for example, about the way we have handled a complaint, or about the conduct of staff, including the Banking Ombudsman. Please be specific about your service concerns.

We cannot consider a complaint that is simply an expression of dissatisfaction with a complaint outcome.

Decisions are final and this complaint procedure is not an appeal or reconsideration process.

Timeframe

If you have a complaint about the service you received from us, you should raise it within three months of the event giving rise to your complaint. 

Who to complain to

You can complain to any staff member. If you would prefer, you can address your complaint to the Banking Ombudsman or Deputy Banking Ombudsman - Resolution.

Resolving your complaint

When we receive your complaint, it is reported to the Banking Ombudsman. The Banking Ombudsman or Deputy Banking Ombudsman - Resolution will contact you within five working days to try and resolve the matter.