trust us to be fair

Welcome to New Zealand's Banking Ombudsman Scheme

The Banking Ombudsman Scheme investigates and resolves disputes between customers and their banks. We are independent of scheme participants, customers, and government. Our service is free of charge and easy to use.

This website provides you with information to help you avoid making mistakes with banking services, and how we can help you if you need it. It also helps you make a complaint to us if you're unable to sort it out with your bank.

We will do our best to help you - trust us to be fair.

Welcome to New Zealand's Banking Ombudsman Scheme

The Banking Ombudsman Scheme investigates and resolves disputes between customers and their banks. We are independent of scheme participants, customers, and government. Our service is free of charge and easy to use.

This website provides you with information to help you avoid making mistakes with banking services, and how we can help you if you need it. It also helps you make a complaint to us if you're unable to sort it out with your bank.

We will do our best to help you - trust us to be fair.

Latest news

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?

Contact us

Our office hours are 8:30am to 5:00pm Monday to Friday (New Zealand time).

For contact details please click here.

We can consider your complaint if your bank is one of our scheme participants.

For complaints about our service please click here.