Feedback and complaints

Let us know how we’re doing

We’d like to hear from you if you think we’ve made a mistake, or our service isn’t meeting your expectations. When you give us your feedback, it helps us understand how our service is, and how we could improve it to help make your experience better.

Feel free to let us know if you think we’ve done something great too, so we can keep doing more of that.

How to let us know

Email us

Give us your feedback or lodge a complaint online by completing our feedback form. To send us a secure message, log into Online Banking and use our Feedback or Complaints form.

Call us

Calling is one of the fastest ways to talk about your complaint or feedback.
Call us on 0800 275 269 from 8am - 8pm Monday to Friday, 9am - 6pm Saturday, Sunday and Public Holidays.

You can speak to a team leader if you’d like to.

Visit us

Have a chat with one of our staff at your nearest BNZ store or speak to the store manager if it’s a complaint.

Write to us

BNZ Customer Resolution
PO Box 995
Shortland Street
Auckland 1140

Information you need to provide when making a complaint

We aim to resolve your complaint as quickly as possible. To help us do this, please provide us with:

  • your name and address
  • a description of your concern
  • what you would like us to do to put things right
  • a phone number and the best time to contact you
  • any other relevant information.

What happens next

We will acknowledge your complaint within five business days and do our best to resolve your complaint within that timeframe, or as soon as we possibly can. We’ll confirm that we’re looking into your complaint, and let you know when you can expect a response. We’ll also give you a unique reference number, so we can quickly find your record and keep you updated on our progress.

Taking a complaint further

If we’ve been unable to resolve your complaint and you’d like to pursue it further, you can ask for your complaint to be passed on to our Customer Resolution Team to review the matter independently on your behalf. You can also contact the team directly on 0800 275 269 or +64 9924 9241 (from overseas) from 9am-5pm, Monday to Friday. The team will assess your concerns and work with you to resolve your complaint.

We will always contact you to discuss our final response, and provide an explanation of what we’ve found, what we plan to do, and why we made the decision. This may be done over the phone, by secure email, or by letter. We’ll keep you updated on our progress with regular updates, but if you feel there’s extra information that will help us, you can contact us by phone. Please keep your unique reference number handy, as it will help us find your information quickly.

If you’re still not happy with the outcome, you can seek help from the Banking Ombudsman Scheme, a free service that is independent of scheme participants, customers, and government. You can contact the Scheme on 0800 805 950 or +64 4915 0400 between 8.30am-5pm, Monday to Friday, or you can visit their website. If you’d like to read about recent cases, please refer to the ‘Guides & cases’ section of their website.

You can also report information about BNZ or any of our advisors to the Financial Markets Authority using the contact details below:

fma.govt.nz
PO Box 1179
Wellington 6140
Ph: 04 472 9830

Code of Banking Practice

We abide by the Code of Banking Practice pdf 349kb which sets out the principles of good banking practice.  The Code is set by the member banks of the New Zealand Banker’s Association, in consultation with the public, other industry participants, and the Banking Ombudsman. We agree to follow good banking practices as a minimum standard in our relationship with you.

Customer research panel

One of the ways we stay in touch with what your needs are is to regularly find out how you’re feeling about banking in general. We do this by asking you to take part in short online surveys and discussions to share your experiences.

If you’d like to take part in these, you can join our customer research panel, BNZ Voice.

To join you must:

  • be over 15-years old
  • not be employed in the banking industry
  • be a BNZ customer
  • live in New Zealand and have internet access.

You could even win great prizes for taking part, including iPads and Fly Buys Points^.

Register for BNZ Voice