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.

 

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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 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 5 business days and let you know via phone, email or letter. 

  • Step 3 - If you're still not happy


    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.


    The Banking Ombudsman
    Phone: 0800 805 950
    Email: help@bankomb.org.nz
    Postal address:
    The Banking Ombudsman
    Freepost, 218002,
    Wellington 6134

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Got any questions?

Call us 0800 872 226

Find out about our complaints process.