better banking

How to complain

Please note that we will never ask you for your current PIN. Please protect your PINs and never divulge them to anyone.


Our leaflet summarises the information that you need to know before making a complaint.

There are four ways you can make a complaint to the Banking Ombudsman Scheme. You can:

fill in the online complaint form


email us at:
write to us at: Freepost 218002, PO Box 25327, Featherston Street, Wellington 6146

If you wish to discuss any aspect of your concerns, or if you need help putting your complaint in writing, please call freephone: 0800 805 950


Limited English? We use interpreters from Language Line.


Please note that the Banking Ombudsman Scheme can only consider complaints about banks who were scheme participants at the time the problem occurred.