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

Spat over access to financial information

01 Dec 2016

A dispute between a trust and a committee led to a complaint about the bank’s response to freeze the committee’s accounts.

Claim for eye surgery costs declined

24 Nov 2016

Man who disclosed eye disorder when taking out insurance later complained when his bank wouldn't compensate for related eye surgery.  Did we think his complaint had merit?

Lunch-time card fail led to complaint about bank’s poor service

17 Nov 2016

Humiliation over not being able to pay for lunch using a debit card at a café led to a complaint about a bank’s poor service.

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.