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Media releases

Credit card balance transfer goes wrong with mistaken payment

10 Jan 2017

A slip of the digits led to complaint about a mistaken payment when a bank customer transferred her credit card balance. Was her complaint upheld?

Complaint about bank letting customer go 20% over card limit

03 Jan 2017

We had concerns about the bank lending to a customer who was unable to pay back his credit card overdraft.

Ding dong over car crash insurance

27 Dec 2016

Was bank to blame for a customer with driving convictions thinking he was covered for car insurance when he had a crash…only to find out that he wasn’t?

Pregnant woman unable to review insurance cover

21 Dec 2016

A bank staffer’s misinformation about a bank’s duty of care led to complaint that was unlikely to succeed.

Don’t bank on spending that Christmas cheque from overseas in a hurry

20 Dec 2016

Be aware that if you bank a foreign cheque you get for Christmas it may take longer to process, says Banking Ombudsman Nicola Sladden.

A New Zealand passport didn’t cut it for KiwiSaver application requiring IRD number

15 Dec 2016

A customer complained he wasn’t told a KiwiSaver account he set up for his daughter wasn't actually opened because ID documentation didn’t meet the bank’s requirements.

Don’t expect to be reimbursed for unsound investments, warns Banking Ombudsman

14 Dec 2016

Banking Ombudsman Nicola Sladden said the Banking Ombudsman Scheme had received a spate of complaints from individuals seeking to recoup credit card payments made to binary options trading sites.  

Hard luck for new café owners

07 Dec 2016

A couple’s business experienced problems from the get-go but was their bank at fault?

Early Xmas present for bank customer careless with phone banking PIN

07 Dec 2016

A bank customer who was careless with her phone banking PIN was lucky to get back $5,000 stolen from her account, says Banking Ombudsman Nicola Sladden. 

Spat over access to financial information

01 Dec 2016

A dispute between a trust and a committee led to a complaint about the bank’s response to freeze the committee’s accounts.

Claim for eye surgery costs declined

24 Nov 2016

Man who disclosed eye disorder when taking out insurance later complained when his bank wouldn't compensate for related eye surgery.  Did we think his complaint had merit?

Lunch-time card fail led to complaint about bank’s poor service

17 Nov 2016

Humiliation over not being able to pay for lunch using a debit card at a café led to a complaint about a bank’s poor service.

Open and ready for business

16 Nov 2016

The Banking Ombudsman Scheme is open again for business.  

Banking Ombudsman Scheme office closed today

15 Nov 2016

Our office is closed again today. We will update again when we have confirmation of when we are able to return. Take care everybody.

14 November earthquakes

14 Nov 2016

Please note that the Banking Ombudsman Scheme office will be closed today while our building is checked out. 

Our thoughts are with all those who have been affected by the earthquakes.


New guide on payments takes mystery out of process

08 Nov 2016

Have you ever thought a money transfer should have gone through and then find out it hasn’t but can’t understand why?

Another year, more cases of online love ending badly for the lovelorn

02 Nov 2016

Bank customers who meet people online are vulnerable to fraud and theft if they fall for the wrong person, says Banking Ombudsman Nicola Sladden.

What a hangover: bank customers ripped off abroad after big night out

28 Oct 2016

Imagine this: you’re overseas, drinking in a bar.  Next thing you know, people you don’t know are in your hotel room and your credit card has racked up a huge bar bill. Sound like a scene from a Hangover movie, but it was a real cases the Banking Ombudsman Scheme investigated in the 2015-16 financial year.  

Prevention work showing results

19 Oct 2016

More focus on preventing banking disputes through early intervention is starting to pay off according to the scheme’s 2015-16 annual report.

15% of complaints from over-65s

03 Oct 2016

At least 15  per cent  of complaints to the Banking Ombudsman Scheme last year came from people over the age of 65.