About us

Complaints
Procedure

NBS always aims to provide you with the highest quality of service because your satisfaction is important to us.

If you have a problem, concern, complaint, or feedback about any part of our service or products, please let us know as soon as you can so that we can sort it out quickly. We'll let you know what we're doing about your complaint within two business days of receiving it.

Call us 0800 101 700 

You should first contact your Local Branch Manager. 

If you are still not satisfied with the outcome you can contact complaints@nbs.co.nz or the General Manager Banking Operations of NBS at:

Nelson Building Society - 111 Trafalgar Street, Nelson 7010, PO Box 62, Nelson 7040.

Phone:  +64 3 548 2164 
Free Phone:  0800 101 700

If we cannot resolve your complaint or you are not satisifed with the resolution we propose, you can contact the Banking Ombudsman Disputes Resolution Scheme (which is an approved scheme under the Financial Service Providers (Registration and Disputes Resolution) Act 2008). The Banking Ombudsman offers a free, independent disputes resolution service that may help investigate or resolve your complaint. 

You can contact the Banking Ombudsman at:

Freepost 218002, PO Box 25327 Featherston Street, Wellington 6146.

Free Phone: 0800 805 950
Email:  help@bankomb.org.nz
www.bankomb.org.nz

Complaints can also be made to the Financial Markets Authority through their website https://www.fma.govt.nz/

Nelson Building Society is part of the Banking Ombudsman Scheme to make sure our clients have access to an approved dispute resolution scheme.
For more information you can visit the Banking Ombudsman website.

Here are some guides containing practical, easy to understand information on all aspects of banking.

You can view our responsibilities under the Code of Banking Practice.

For security reasons, please do not provide any confidential or account specific information when completing the form below.

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