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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 22 55 65 (+64 4 495 5161 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: Client Support Manager The National Bank Private Banking P O Box 3478 Wellington 6140 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 6143 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 22 55 65. |