About us
Complaints
Process
At NBS we always aims to provide you with the highest quality of products or service because your satisfaction is important to us.
We welcome the opportunity to listen to your concerns about our products or services and to put things right.
Here's all the information you need to know about our complaints process.
You can let us know about your concerns in a number of ways.
- In person at a local branch
- Phone us on 0800 100 700 or +64 800 101 700 (from overseas)
- Email complaints@nbs.co.nz
- Fill in our online complaint form at the foot of this page
- Send us a message in NBS Internet Banking
- Post a letter to the Head of Client Experience:
NBS
PO Box 62
Nelson 7040
When you contact us, we’ll try and sort things out with you on the spot. If this isn’t possible, we’ll acknowledge your complaint within two working days and:
- a senior team member will contact you to discuss your concerns within five working days
- the senior team member will investigate your concerns and work with you to determine possible resolution options
- if we need additional time to resolve your complaint, we’ll let you know when you can expect a response
- if we can’t resolve your concerns by agreement, we’ll provide you with our final decision letter. This letter will set out the findings of our investigation and the reasons for our decision
NBS is a member of the Banking Ombudsman Scheme. The Scheme offers a free and independent service to all NBS clients and you're welcome to discuss your complaint with them at any time.
They're available between 8:30am and 5:00pm, Monday to Friday.
If we can't resolve your complaint or you're not satisfied with the resolution we propose, you can contact the Banking Ombudsman Scheme to help investigate or resolve your complaint.
You can contact the Banking Ombudsman Scheme at:
Email: help@bankomb.org.nz
Free Phone: 0800 805 950
Website: bankomb.org.nz
Physical address:
L5, Huddart Parker Building
1 Post Office Square
Wellington 6011
Freepost:
Freepost 218002
PO Box 25327
Featherston Street
Wellington 6140
For more information about the Banking Ombudsman, visit their 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.