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

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.

Consultation on proposed scheme rule changes

16 Mar 2015

The Banking Ombudsman Scheme wants your ideas about suggested amendments to its terms of reference (rules) following its independent review last year.  To find out more and to make a submission click here.

If in doubt when applying for life insurance, disclose everything

16 Mar 2015

Not disclosing what your insurer may regard as key information could allow the insurer to avoid the policy, as this person found out.

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.