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

Complaint from person unhappy mortgagee sale didn’t proceed

13 Apr 2016

We received a complaint from a woman unhappy that her bank said it would sell a property she jointly owned with an ex-partner, and then didn’t proceed with the sale.  Did we uphold her complaint?

Guide to help untangle credit and debit card transaction disputes

31 Mar 2016

The Banking Ombudsman Scheme has published a Quick Guide about credit and debit card transaction disputes because of complaints each year from both credit card holders and merchants.

Guide manages expectations about compensation for bank mistakes

31 Mar 2016

The Banking Ombudsman Scheme has issued a guide to how it approaches claims for compensation and inconvenience suffered by bank customers.

Message from the Banking Ombudsman

"We consider complaints between banks and their customers, resolve them fairly, and share what we’ve learned to improve the banking experience for all."

- Nicola Sladden, Banking Ombudsman

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.