Member feedback process and form

We pride ourselves on our exceptional customer service. That’s not just because we’re a mutual (which means you – our customers – own us), it’s because each one of us really does want to do our very best for you. 

But we won’t always get it right. If you think we've made a mistake and would like to make a complaint, we'd like to hear from you so we can sort the issue and continue to provide you with the service you expect.

Please contact us in the way that best suits you:

Talk to us

If you feel the issue can be resolved by a quick chat, please talk to one of our branch staff or call our Contact Centre on 0800 727 2265. You can also ask to speak to a member of our Customer Complaints Team. They’re here for you.

Write to us

Freepost SBS Bank
PO Box 835 

If it’s easier for you, ask our Contact Centre team on 0800 727 2265 to post or email you a form to fill in. Your completed and returned form will go to our Customer Complaints Team, who are here to find a solution for you.

Email the Customer Complaints Team directly

You can either contact the Customer Complaints Team directly using the form below or email us at 

All customer complaints are treated seriously and in utmost confidence. We will acknowledge your complaint within five working days of receiving it and will keep in regular contact with you while we resolve the issue. 

Next step - a review from the Banking Ombudsman 

We’ll work closely with you to fix the issue. But if you’re not satisfied with the solution, you are entitled to request a review from the Office of the Banking Ombudsman. The Banking Ombudsman provides free independent assistance to resolve disagreements between banks and their customers either informally or by making a recommendation which is binding on the bank. 


Postal address:

Banking Ombudsman
Freepost 218002
PO Box 25327
Featherston Street

Freephone: 0800 805 950 
Telephone: +64 4 915 0400 (from overseas)

SBS complaints form