Publications
Annual reports
Case notes
Newsletters
Mystery shopper
Current Account March 2010
It has been six months since Deborah Battell became the Banking Ombudsman. She took over the reins at a time of economic turmoil. The office was dealing with an unprecedented caseload at this time.
Banking Ombudsman Terms of Reference
The Terms of Reference define the principal powers and duties of the Banking Ombudsman, and also set out limits to those powers. In accordance with the Banking Ombudsman constitution, alterations to the Terms of Reference require approval by the Board of the Banking Ombudsman Scheme Ltd.
Code of Banking Practice 2007
The Code, which is issued by the New Zealand Bankers’ Association (NZBA) on behalf of its members, sets out some minimum standards of good banking practice. These standards are applied by the Banking Ombudsman in her complaint investigation.
Revised section 8, Code of Banking Practice, on internet banking
We will take appropriate measures to ensure that our Internet Banking systems and technology are secure and are regularly reviewed...
Banking Ombudsman Constitition
Banking Ombudsman Constitution
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Banking Ombudsman participation agreement
Following on from the incorporation of Banking Ombudsman Scheme Ltd, the participation agreement sets out legal arrangements between the Banking Ombudsman scheme and banks participating in the scheme.
Independent review
A review of the New Zealand Banking Ombudsman Scheme undertaken by Judge Anand Satyanand at the request of the Banking Ombudsman...
Interim process review February 2008
This Interim Review has been completed by Minter Ellison Rudd Watts. The criteria and scope is the same for previous reviews, with the key difference...
Annual reports
Banking Ombudsman annual report 2008/2009
The year under review has been one of global financial unrest. Although New Zealand may not have suffered to the same extent...
Banking Ombudsman annual report 2007/2008
Last year’s annual report recorded the last year of operation of the Banking Ombudsman Commission. With effect from 1 July 2007...
Banking Ombudsman annual report 2006/2007
This is the last report of the Banking Ombudsman Commission, the independent body that has operated the Banking Ombudsman scheme...
Banking Ombudsman annual report 2005/2006
2005/2006 has been a major year for the Banking Ombudsman. The first independent review of the scheme was conducted, examining...
Banking Ombudsman annual report 2004/2005
Much has happened in the banking sector in the seven years since I wrote my first foreword as Chairman of the Banking Ombudsman Commission...
Banking Ombudsman annual report 2003/2004
It is with pleasure that I introduce the Banking Ombudsman’s Annual Report for the year ending 30 June 2004, the eleventh year of operation...
Banking Ombudsman annual report 2002/2003
This Report records the eleventh successful year of the Banking Ombudsman scheme...
Banking Ombudsman annual report 2001/2002
This year's report of the Banking Ombudsman celebrates the 10th anniversary of the commencement of the Banking Ombudsman scheme on 1 July 1992...
Banking Ombudsman annual report 2000/2001
This ninth report of the Banking Ombudsman not only provides the usual annual overview of the activities of her office but also serves to inform...
Case notes
Banking Ombudsman case notes 2008/2009
The annual collection of Banking Ombudsman case notes is significant for a number of reasons. This year I am emphasising three reasons...
Banking Ombudsman case notes 2007/2008
While the Banking Ombudsman does not operate on a basis of precedent, fairness requires the development of a consistent approach to...
Banking Ombudsman case notes 2006/2007
This collection of case notes is over twice the size of the 2005/6 collection. In part this is due to the increasing volume of our caseload...
Banking Ombudsman case notes 2005/2006
Case notes are written about less than 20% of the complaints investigated during the year. New types of complaint may be resolved by adapting...
Banking Ombudsman case notes 2004/2005
The decrease in the number of complaints requiring investigation by my office means that there are fewer cases than usual in this year’s compendium...
Banking Ombudsman case notes 2003/2004
Although fewer cases have come to the Banking Ombudsman for investigation this year, there has been no shortage of interesting cases and interesting...
Banking Ombudsman case notes 2002/2003
The two main features of this year’s casenote compendium are the expanded section on complaints about investment products and a few cases...
Banking Ombudsman case notes 2001/2002
In looking back over the ten years of the Banking Ombudsman scheme, much has changed in the type of complaint made to the Banking Ombudsman...
Banking Ombudsman case notes 2000/2001
This compendium consists of notes of cases drawn from the 360 dispute investigations completed during the year to 30 June 2001...
Newsletters
Newsletter No. 25 February 2009
The second half of 2008 saw a dramatic rise in the number of complaints coming to my offi ce, and in January 2009 we took in a record number...
Newsletter No. 24 June 2008
The main event of the past few months has been an infl ux of complaints about investment advice, almost all from investors in two funds provided by ING...
Newsletter No. 23 December 2007
From a year packed with significant events and trends, the following are a few of the highlights...
Newsletter No. 22 May 2007
On 1 July 2007, the Banking Ombudsman scheme will have been in operation for fifteen years. It will not only be our fifteenth birthday...
Newsletter No. 21 December 2006
Since the reviews of our procedures earlier this year, we have been working on measures to cut down the time taken to resolve complaints...
Newsletter No. 20 June 2006
Although the Banking Ombudsman’s investigative process is regularly examined by an independent reviewer, this was the first comprehensive...
Newsletter No. 19 December 2005
There has been a good deal of publicity in recent weeks about banks’ lending practices. It has been said that banks are increasing their customers’ credit...
Newsletter No. 18 May 2005
The Code of Banking Practice is due for review this year, and the New Zealand Bankers’ Association will shortly be calling for public submissions...
Newsletter No. 16 May 2004
Complaints to the Banking Ombudsman are still going down. It is sometimes said that the complaints business is the only one in the world...
Newsletter No. 15 December 2003
After a year which started with an influx of complaints to be investigated, it is pleasing to report that the number of complaint investigations commenced...
Newsletter No. 14 May 2003
The first half of 2003 has seen a continuation of the 2002 influx of complaints about investment advice and investment products...
Newsletter No. 13 December 2002
The review of the Code of Banking Practice was completed last month and the new Code came into effect on 2 December 2002...
Mystery shopper reports
Mystery shopper report 2008
This year we conducted our mystery shopper exercise earlier than usual, and included a wider range of small town branches as well...
Mystery shopper report 2007
The Banking Ombudsman survey of bank branches – originally a biennial exercise – was made an annual event principally to provide banks...
Mystery shopper report 2006
The Banking Ombudsman survey of bank branches is now in its sixth year, and this is the third report in three years. When the decision was made...