We pride ourselves on our exceptional customer service. 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. 

Ways you can lodge a complaint

We want to make it easy, so 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, call our Contact Centre on 0800 727 2265 or Complaints freephone number 0800 850 331, or chat to us via any of our social media channels.

Email us

You can contact the Customer Complaints Team directly using the form below or email us at customercomplaints@sbsbank.co.nz

Write to us

You can write to us via the Freepost address below or pick up a Complaints Brochure in branch and post that back to us.

Freepost SBS Bank

PO Box 835 

INVERCARGILL 9840

Information you’ll need to supply

We’re committed to resolving your complaint quickly and fairly. To help us do this, please provide us with:

  • your name and address
  • a description of your concern
  • what you would like us to do to put things right
  • a phone number and the best time to contact you
  • any other relevant information.


What happens next

We will acknowledge your complaint within two business days and work to resolve it as quickly as possible. We will investigate your complaint and provide our initial response to you as soon as possible but in any event, within 20 working days. We’ll keep you updated on our progress and we may ask you to share further information to assist with this process. If there’s extra information that will help us, you can contact us on Complaints freephone number 0800 850 331. 

We will always contact you to discuss our final response, and provide an explanation of what we’ve found, what we plan to do, and why we made the decision. We will try and contact you in person, but you will also receive written confirmation of the outcome of your complaint, our response will set out what we believe is necessary to resolve the issues raised in your complaint.

Taking a complaint further

If you have followed our complaints process and are not satisfied with the result, you can access a free, independent dispute resolution service which may be able to help investigate or resolve your complaint. 


SBS Bank is a member of the Banking Ombudsman Scheme dispute resolution scheme. You can contact them at:


Postal:
Freepost 218002
PO Box 25327
WELLINGTON 6146


Physical:
Level 5
Huddart Parker Building
1 Post Office Square
WELLINGTON 6011


E-mail: help@bankomb.org.nz

Telephone: 0800 805 950 or (04) 915 0400 

Website: www.bankomb.org.nz