Complaints process
How to get your complaints and problems resolved.
As a BNZ customer, you have the right to expect quality service and support at all times. It's something we're committed to, and take pride in delivering.
If you think we've made a mistake or provided a service that doesn't meet your expectations, please let us know. That way, we can put things right and identify what we can do better.
There are three steps to this process.
Step 1: Talk to us
You can let us know about your concern in any of the following ways.
Call into your nearest BNZ store
A quick chat with one of our staff at a BNZ store is often all that’s needed to sort out your concern. If a solution can’t be found you should ask to speak to the store manager. The manager will make sure your complaint is investigated promptly.
Phone our contact centre
You can talk to one of our staff by calling 0800 ASK BNZ (0800 275 269). We're available Monday to Sunday, 6:30am to 11pm. If a solution cannot be found, ask to speak to the team leader. The team leader will make sure your complaint is investigated promptly.
Step 2: Contact our complaint resolution team
If you feel that the staff you dealt with haven’t resolved your complaint to your satisfaction, you can do any of the following:
- Ask the BNZ store manager or contact centre team leader to pass your concerns on to our complaint resolution team
- Sometimes it helps to document your concerns. Simply complete our Customer Feedback Form, including details of your complaint and what you would like to see happen as a result. You can hand the form in at any store, or post it to our complaint resolution team who will ensure your complaint is investigated properly
- Contact our complaint resolution team directly by phoning 0800 788 999 or by writing to BNZ complaint resolution team, PO Box 995, Shortland Street, Auckland 1140
Once we’ve received your complaint we will acknowledge receipt within 5 business days, and one of our team will then review and resolve your concerns as quickly and fairly as possible. We will keep in regular contact with you until your complaint has been resolved.
Step 3: Ask the Banking Ombudsman to help
We hope that your complaint has been resolved before this stage. If not, you can ask for independent help from the Banking Ombudsman.
The services of the Banking Ombudsman are totally free of charge, but she cannot deal with complaints:
- about a bank’s commercial judgement, eg whether it should lend you money
- about a bank’s interest rate policies or the amount of its standard fees and charges
- if your claim is for more than $200,000
| Write to: | Or you can: | |
|---|---|---|
| The Office of the Banking Ombudsman Freepost 218002 PO Box 10573 The Terrace Wellington 6143 |
Telephone: | 04 471 0006 |
| Freephone: | 0800 805 950 | |
| Fax: | 04 471 0548 | |
| Email: | help@bankomb.org.nz | |
| Website: | bankomb.org.nz | |
