Feedback and complaints

We’d like to hear about how you think we’re doing. Your feedback will help highlight things we need to improve on, so we can make your experience better.

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

Provide feedback Lodge a complaint

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Ways to contact us

Email us

Complete our online contact form to give us your feedback or lodge a complaint.

Call us

Call 0800 275 269 (or from overseas +64 4 931 8209^) 8am–8pm Monday to Friday, 9am–4pm 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 or the branch manager, at any BNZ branch.

Complaint procedure

Information you’ll need to supply

We’re committed to resolving your complaint quickly and fairly. 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 work to resolve it as quickly as possible. 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.

Resolving your complaint

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 788 999, or from overseas +64 4 931 8209 (international toll charges may apply) 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.

Taking a complaint further

If you’re still not happy with our final response after we have fully investigated your complaint, you can seek help from the Banking Ombudsman Scheme.

This is a free service that is independent of participating banks, customers, and government. You can contact the Scheme on 0800 805 950 or +64 4915 0400 between 8.30am-5pm, Monday to Friday.

Code of Banking Practice

We abide by the New Zealand Banking Association’s Code of Banking Practice which sets out the principles of good banking practice. The Code is set by the member banks of the New Zealand Banking 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.

Fair conduct programme

At BNZ we’re dedicated to putting your needs at the heart of our decision making. This is how our Board and all BNZ staff work to uphold your fair treatment.

Financial Markets Authority (FMA)

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

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

Customer research

We may ask you to participate in an online survey about your experience with BNZ from time to time, or invite you to take part in an online or face-to-face discussion on specific topics.

We also conduct surveys and discussions through the BNZ Voice and My2cents market research panels.