Before the Banking Ombudsman can consider any complaint, you must contact the bank concerned to request a review of your complaint by the bank through its internal complaints procedures. It is usually best to complain to the bank in writing and to address it to the bank’s complaints department. Contact details for the bank can be found in the list of Participating Banks. If you are not happy with the bank’s decision, the Banking Ombudsman may be able to assist you. We suggest that you write to this office with details of your complaint and what compensation or redress you are seeking. You should also send us all information that you think may be relevant including, for example, copies of correspondence and bank statements. It would help if you would complete our complaint form, although it is not essential. Post your completed form to us, with all relevant documents, to: Office of the Banking Ombudsman PO Box 10-573 The Terrace WELLINGTON Fax: (04) 471-0548 e-mail: help@bankombudsman.org.nz If you have any questions or need help filling in the complaint form, please telephone us on 0800 805 950 or email help@bankombudsman.org.nz. If you have received a final or "deadlock" letter from the bank advising you that you have two months in which to bring your complaint to the Banking Ombudsman, it is most important that you contact us within two months of the date of the bank’s letter. If you do not do so, the Banking Ombudsman will not be able to investigate your complaint.

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