How to make a complaint

Before the Banking Ombudsman can consider your complaint, you must have contacted the bank concerned to ask it to consider your complaint through its internal complaints procedure. It is usually best to complain to the bank in writing and to post or email your complaint to the bank’s complaints department, but most banks will also accept complaints online or by phone.

If you need help to make your complaint to the bank, please contact us (see our contact details).

Please check our list of participating banks to ensure that your bank is covered by our scheme. Up-to-date information about banks’ complaints processes can be found on their websites – see bank contact details.

If you are not happy with the bank’s decision, the Banking Ombudsman may be able to help.

Our secure online complaint form allows you to send your complaint to us in strict confidence. If you have any questions or need help filling in this form, please check with our guide to the complaints form. If this leaves some of your questions unanswered, you can telephone us on freephone 0800 805 950 or you can email help@bankomb.org.nz

Alternatively, you can inform us about your complaint by letter, by email, or by fax (see our contact details). You can download or print out our online complaint form as a basis for your complaint.

You should also send us all information that you think may be relevant including, for example, copies of correspondence and bank statements.

If you have received a final or "deadlock" letter from the bank advising you that you have two months in which to bring your complaint to the Banking Ombudsman, it is essential that you contact us within two months of the date of the bank’s letter. If you do not do so, the Banking Ombudsman will not be able to investigate your complaint.