Banking Ombudsman Scheme (NZ)

Banking Ombudsman Scheme (NZ) We’re here to help you fix your banking problems. We’re free and independent.

Happy !We're here to help. If you have a complaint about your bank, visit bankomb.org.nz/make-a-complaintContact us:hel...
05/06/2026

Happy !
We're here to help. If you have a complaint about your bank, visit bankomb.org.nz/make-a-complaint

Contact us:
[email protected]
0800 805 950

We can consider complaints involving claims of direct financial loss under $500,000.Read our FAQs to learn more:bankomb....
01/06/2026

We can consider complaints involving claims of direct financial loss under $500,000.
Read our FAQs to learn more:
bankomb.org.nz/about-us/faqs

We're here to help you fix your banking problems. Our service is free and independent.

If you've paid for something with a credit or debit card and there's a problem – like goods that never arrived or a tran...
27/05/2026

If you've paid for something with a credit or debit card and there's a problem – like goods that never arrived or a transaction you didn't authorise – you may be able to ask your bank for a chargeback.

A chargeback lets your bank reverse a disputed transaction back to the merchant's bank.

There are time limits, so it's important to act quickly. EFTPOS payments can't be charged back.

A chargeback isn't guaranteed – but if there's a valid reason, it's worth asking your bank about.

Read our quick guide to understand how chargebacks work: bankomb.org.nz/guides-and-cases/quick-guides/cards/chargebacks

If you're using AI tools to make a complaint about your bank, our new information sheet has simple steps to help you:1. ...
20/05/2026

If you're using AI tools to make a complaint about your bank, our new information sheet has simple steps to help you:
1. check the information carefully for accuracy
2. keep your complaint clear and in your own words
3. and protect your personal information.

We’re here to understand your situation and help resolve your banking problem, whether your complaint is written by you, someone helping you, or an AI tool.

Read the information sheet: https://www.bankomb.org.nz/about-us/information-sheets/using-artificial-intelligence-to-help-make-your-complaint

Your complaint is confidential. Only you and your bank will know about it.Read our FAQs to learn more:bankomb.org.nz/abo...
11/05/2026

Your complaint is confidential. Only you and your bank will know about it.

Read our FAQs to learn more:
bankomb.org.nz/about-us/faqs

We're here to help you fix your banking problems. Our service is free and independent.

Each quarter, we share data and insights on the cases we’ve received and resolved.Case volumes rose 3 per cent during th...
04/05/2026

Each quarter, we share data and insights on the cases we’ve received and resolved.

Case volumes rose 3 per cent during the third quarter (January – March 2026) compared with the previous quarter. Dispute volumes also rose 3 per cent. Fraud and scam complaints rose for the first time in a year and a half, while complaints about service delays decreased again after a spike in the second quarter.

For more key insights about cases received from January-March 2026, see the full report here: bankomb.org.nz/reporting/quarterly-reports

If you get an email or text that looks like it’s from Air New Zealand about your Airpoints™, it’s okay to stop and check...
03/05/2026

If you get an email or text that looks like it’s from Air New Zealand about your Airpoints™, it’s okay to stop and check.

Recently, banks have seen a rise in phishing scams targeting Air New Zealand customers. These messages often say your Airpoints are about to expire or urge you to redeem rewards, using pressure and urgency to get you to act quickly.

Phishing messages are fake emails or texts designed to trick you into clicking a link and sharing personal information (like login details).

Don’t click the link or reply. Instead, go directly to the organisation’s official website or app, or contact them using publicly listed details.

Air New Zealand has more information (including examples of current scam messages) here:
https://www.airnewzealand.co.nz/cyber-security-scams

Our quick guide also explains simple steps you can take to stay safe from scams:
https://www.bankomb.org.nz/guides-and-cases/quick-guides/fraud-and-scams/staying-safe-from-scams

16/04/2026

Keeping your cards and PINs safe is one of the simplest ways to protect your money.

Banks usually cover losses only when you’ve taken reasonable care.

Our quick guide outlines how to take reasonable care and what to do if your card is lost or stolen. Read the full guide here:
bankomb.org.nz/guides-and-cases/quick-guides/cards/cards-and-pins

You do not need a lawyer to make a complaint with the Banking Ombudsman Scheme.We are a free and informal alternative to...
12/04/2026

You do not need a lawyer to make a complaint with the Banking Ombudsman Scheme.
We are a free and informal alternative to going to court.
Read our FAQs to learn more:
bankomb.org.nz/about-us/faqs

We're here to help you fix your banking problems. Our service is free and independent.

Address

Level 5 Huddart Parker Building 1 Post Office Square
Wellington
6011

Opening Hours

Monday 8:30am - 5pm
Tuesday 8:30am - 5pm
Wednesday 8:30am - 5pm
Thursday 8:30am - 5pm
Friday 8:30am - 5pm

Telephone

+64800805950

Website

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