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CCBNZ Complaint Process
Our 3-Step Resolution Process
Step 1: Acknowledgment (Within 2 Business Days)
When we receive your complaint, we will record it and send you an acknowledgment within two (2) business days and the contact details of the person managing your complaint.
Step 2: Investigation & Updates
Our internal Complaints Team will independently review your case, gather relevant information, and aim to resolve the issue directly with you.
Simple Matters: We aim to resolve simple concerns within 5 business days.
Complex Matters: If we need more time to investigate, we will contact you by day 5 to explain why and give you a realistic revised timeline. We will keep you updated during the process.
Step 3: Final Outcome & Resolution
Once our investigation is complete, we will contact you with a clear explanation of our findings, our decision, and any actions that may result due to the outcome of the investigation.
When submitting the complaint please indicate whether you would like to receive a formal response. In most cases, feedback will be provided at the conclusion of the complaint handling process.
We also ask that you provide your preferred method of communication and timing, if different from the email address used to submit your complaint, so that we can contact you in the most appropriate way.
Independent External Review: Banking Ombudsman Scheme
If you are not satisfied with our final decision, or if we have been unable to resolve your complaint within two (2) months, you have the right to refer your complaint to the Banking Ombudsman Scheme.
The Banking Ombudsman Scheme can be contacted on:
Freephone: 0800 805 950
Website: https://www.bankomb.org.nz
Email: help@bankomb.org.nz
Postal Address: Banking Ombudsman Scheme
Freepost 218002
PO Box 25327
Wellington 6140
The Banking Ombudsman Scheme provides a free and independent service to assist customers in resolving complaints and disputes. Please note that the Banking Ombudsman Scheme will determine whether a complaint meets its eligibility requirements and falls within its jurisdiction. Further information about eligibility criteria and the complaint process is available on the Banking Ombudsman Scheme website. https://www.bankomb.org.nz
Code of Banking Practice & Governance
CCBNZ is a proud member of the New Zealand Bankers Association and abides by the Code of Banking Practice. All complaints are logged centrally and reported to our Executive Risk Committee and Board to ensure we fix root causes and continuously improve our standards of fairness. https://nzba.org.nz/banking-information/code-banking-practice/code-of-banking-practice/
