Complaint Process

If you have a complaint or a problem we want to know so we can fix it. Our staff at all levels are committed to treating complaints seriously and resolving them as quickly and fairly as possible.

What you should do

We have a series of steps you can take.

  • Most problems can be resolved by our specialist Customer Service staff. You can call them any time on 0800 751 750. If the staff member you talk to cannot solve the problem on the spot, they will ensure that it is handled by the appropriate person.
  • Alternatively, you can talk to a staff member at any branch or contact your account manager. If you're still not satisfied, you can ask for your Regional Manager.
  • If you prefer, you can write to:

    The Senior Manager
    Customer Care and Complaints 
    The National Bank of New Zealand
    PO Box 1791
    Wellington
    New Zealand
  • Finally, if you feel your complaint has not been resolved to your complete satisfaction, free and independent assistance is available from the Banking Ombudsman. Certain criteria apply. For more information, you can write to:

    The Banking Ombudsman
    PO Box 10 573
    The Terrace
    Wellington

    You can also call the Office of the Banking Ombudsman on 0800 805 950, fax to 04 471 0548, or visit 
    www.bankombudsman.org.nz

The Code of Banking Practice

The New Zealand Bankers' Association publishes the Code of Banking Practice (PDF 689KB), which sets out the standards of good banking practice when dealing with customers. As a member of the Association, The National Bank has committed to support the standards set out in the code.

You'll need Adobe Acrobat Reader to read the PDF version. If you don't have it, don't worry - it's free. Just follow this link to the Adobe site to download a copy.

Keeping you informed

Many problems can be acted on immediately. If the issue is more complex, we will keep you informed of the progress of your complaint or suggestion at every step of the process. We will do our utmost to be quick and fair.

Once again - if there's a problem, we'd like to fix it. The first step is to call us on 0800 751 750.

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