Make a complaint

A complaint is any expression of dissatisfaction about the bank, its services, process or people which requires a response. At TSB we look at all types of banking related matters where your experience or interaction with us was not what you expected.

For example, this could be about a service that you received from us, or about the conduct of staff. We’ve designed our complaints process to give you the ability to let us know what’s happened anytime, anywhere via our website. Alternatively, you can give the team a call on 0800 872 226.

You can learn about our complaints and dispute resolution process from our complaints disclosure.

How it works

Step 1 - Give us the details of your complaint

So we can resolve your complaint quickly and fairly, there are a few things we need to know:

What your complaint is about

What you think we've done wrong

How this has affected you financially and in any other ways

Provide any relevant documentation

What your expectations of us are

Step 2 - How we'll help

How we'll help to resolve your complaint:

When we receive your complaint, we will send you a notification that we have received it and keep you updated via your preferred contact method (phone, mail or email).

During this time, we will gather information and talk to relative parties in order to resolve what went wrong. We’ll make sure we have all the relevant information, to be fair and help us to resolve your complaint as promptly as possible.

We'll endeavour to come to an agreed resolution within ten business days and let you know via phone, email or letter. 

Step 3 - If you're still not happy

If you don’t agree with the outcome you are able to request that this be reviewed by emailing complaints@tsb.co.nz or alternatively you can contact the Banking Ombudsman who can help resolve disputes free of charge and independently.

The Banking Ombudsman  

Phone: 0800 805 950   
or +64 4 915 0400 (from overseas).   
Email: help@bankomb.org.nz  
Website: bankomb.org.nz  
Facebook: facebook.com/bankombnz

Postal address:  
The Banking Ombudsman  
Freepost 218002  
PO Box 25327  
Wellington 6140