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 banking service providers. 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 banking service provider.

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 banking service providers. 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 banking service provider.

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

Latest news

Complaint about switching bank

13 Apr 2015

Ms Q complained to us her eviction from her flat stemmed from not all of her automatic payments being transferred when she switched bank.  We investigated her complaint– which in the first instance was about the bank she moved her accounts to, and also, the bank she left.

New guide explains privacy and confidentiality complaints about banks

31 Mar 2015

The Banking Ombudsman Scheme has published a new Quick Guide explaining how the scheme approaches privacy and confidentiality complaints.  

Devil in the detail of credit card balance transfers

20 Mar 2015

Banking Ombudsman Deborah Battell says her office has experienced an increase in complaints about credit card balance transfers due to competition between banks offering deals.

Message from the Banking Ombudsman

"You can trust that we are independent, we will listen to both sides of the story and be fair.

We may not always find in your favour but we will clearly explain our findings to you.

We help others learn from the disputes we resolve. We also empower customers and banks to improve the banking experience."

- Deborah Battell, 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 banking service provider is one of our scheme participants.