|
|
|
|
 |
|
|
|
Complaints
|
|
|
|
|
|
|
If you have a complaint or a problem we want to know so we can fix it. Our
staff at all levels are committed to treating complaints seriously and
resolving them as quickly and fairly as possible.
What you should do
We have a series of steps you can take.
Most problems can be resolved by our specialist online trading helpdesk staff.
You can call them any time on 0800 885 564 (+64 4 498 7068 if overseas). The
staff member you talk to will take personal responsibility for either solving
the problem on the spot or ensuring it is handled by the appropriate person.
If you're still not satisfied you can write to:
The Senior Manager
Customer Care and Complaints
The National Bank of New Zealand
P O Box 1791
Wellington
New Zealand
Finally, if you feel your complaint has not been resolved to your complete
satisfaction, free and independent assistance is available from the Banking
Ombudsman. Certain criteria apply.
For more information, you can write to:
The Banking Ombudsman
P O Box 10 573
The Terrace
Wellington
You can also call the Office of the Banking Ombudsman on 0800 805 950, fax to
04 471 0548, or visit their website
The Code of Banking Practice
The New Zealand Bankers' Association publishes the Code of Banking Practice,
which sets out the standards of good banking practice when dealing with
customers. As a member of the Association, The National Bank has committed to
support the standards set out in the code. You can print out a 150KB PDF
version of the Code of Banking Practice
here.
You’ll need Adobe Acrobat Reader to read the PDF version. If you don’t have it,
don’t worry – it’s free. Just follow this link to the
Adobe site to download a copy.
Keeping you Informed
Many problems can be acted on immediately. If the issue is more complex, we
will keep you informed of the progress of your complaint or suggestion at every
step of the process. We will do our utmost to be quick and fair.
Once again - if there's a problem, we'd like to fix it. The first step is to
call us on 0800 885 564.
|
|
|
