Fair Conduct Programme Summary

Treating our clients and communities fairly is important to us.

NBS Fair Conduct Programme Summary

NBS has a Fair Conduct Programme as required by the Financial Markets Conduct Act 2013. This summary of our Fair Conduct Programme sets out how NBS will comply with the fair conduct principle, how consumers can interact with NBS in relation to our products and services and how to make a complaint.

We're owned by our clients and committed to our communities

At NBS, we pride ourselves on our promise to provide banking for life for our clients and communities. We recognise that our success is dependent on our clients.

The Fair Conduct Principle

The fair conduct principle is the requirement to treat consumers fairly, including our existing and potential clients. We must apply the fair conduct principle when we are designing, offering and providing products and services and when interacting with consumers in connection with our products or services.

Treating consumers fairly means we:

• appropriately take into account consumer interests
• act ethically and transparently
• assist consumers to make informed decisions
• ensure that our products and services meet consumer needs
• do not unfairly pressure or influence consumers

Banking that is friendly, personable, helpful and easy

NBS understands that our clients come first and that our success is dependent on them. We seek to build long standing relationships based on trust and respect. We do this by meeting and exceeding client expectations, by offering exceptional and consistent personal service and through the products and services we offer.

Treating consumers fairly begins with NBS’ culture and underlying values that place client interests at the heart of everything we do.   

NBS’ Fair Conduct Programme (FCP)

Our FCP outlines the policies, processes, systems and controls in place at NBS that are designed to support the fair treatment of consumers. The NBS Board approved the FCP and is ultimately responsible for it. The Senior Leadership Team has day-to-day responsibility for it.

The NBS FCP covers the policies, processes, systems and controls relating to our:

• Products and services
• Distribution channels
• Client communications
• People supervision and training
• Conduct risk and compliance management including identifying concerns and issues
• Processes for monitoring and reporting on the FCP

Our FCP is regularly reviewed to ensure it remains adequate and fit for purpose and that we continuously improve the delivery of fair treatment to consumers.

Our products and services

NBS provides personal, business and community banking services. Products include a range of home, personal and business lending options, as well as transactional accounts, savings accounts and term investments.

We deliver our products and services in a variety of ways including electronic and internet banking, mobile banking, telephone and email. For clients who value face to face service, we have eight branches in Nelson, Richmond, Motueka, Tākaka, Murchison, Westport, Greymouth and Ashburton.

Feedback and complaints

If a consumer has an issue, concern or complaint about our products or services, or if they don’t feel they’ve been treated fairly, we aim to sort it out as quickly as possible using our internal complaints process. Further details on our internal complaints process are available on our complaints process page.

NBS is a member of the Banking Ombudsman Scheme (BOS). BOS provides a free and independent service to help resolve banking disputes. Further details are available on our complaints process page or visit the BOS website - bankomb.org.nz.