Fair conduct programme

Read a summary of our fair conduct programme, and find out how to contact us if you believe we haven’t lived up to it.

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Our commitment

We’re committed to treating you fairly and responsibly in all our decisions and actions. Your fair treatment is central to our culture, our purpose and how we behave.

This means balancing your interests with our obligations as a responsible financial institution. Our fair conduct programme brings together a wide-ranging set of policies, processes, systems, and controls that help us ensure we treat you fairly.

Our Board of Directors has ultimate accountability for our fair conduct programme and receives regular reporting. Day to day responsibility sits with our Executive Team. We set clear conduct expectations for our colleagues and check those expectations are being met.

Products and services to meet your needs

We develop products and services that are fit for purpose by:

designing and regularly reviewing our products to make sure they serve their intended purpose and meet your needs
considering your circumstances when discussing products and services
monitoring how our products work for different groups
maintaining consistent standards across all our channels.

Treating you fairly

Fair treatment is at the centre of how we work. This means:

making decisions that consider your interests while meeting our responsibilities as a bank
providing support without applying pressure or undue influence
making sure our staff are trained, qualified, appropriately remunerated, and regularly assessed to support fair customer outcomes
responding appropriately to diverse customer needs and circumstance including those requiring extra care.

Helping you make informed decisions

We help you make informed decisions by:

providing clear, timely information about our products and services
making sure important information is available at key decision points
making information accessible through multiple channels
regularly reviewing the effectiveness of our communications.

Addressing your concerns

We value your feedback and handle concerns fairly by:

putting things right quickly when we make a mistake
being transparent about our decisions and actions
using your feedback to improve our services and products
monitoring trends to identify areas where we can better serve you.

We welcome your feedback

Sometimes things don’t go according to plan, and we’d like the opportunity to understand how we can better serve you.

Feedback & complaints

Complete our contact form to give us feedback or make a complaint.

View our feedback and complaint process.

Call us

Call 0800 275 269 or +64 4 931 8209 from overseas (international toll charges apply).

Write to us

BNZ
Private Bag 39806
Wellington Mail Centre
Lower Hutt 5045

Taking your complaint further

We commit to:

acknowledge your complaint within five working days
work to resolve it quickly
keep you updated on progress
explain our decision clearly.

If you’re still not satisfied with our final response, you can make a complaint through the Banking Ombudsman Scheme, a free and independent service. You can contact the Scheme on 0800 805 950 or +64 4915 0400 between 8.30am-5pm, Monday to Friday.