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Ways you can lodge a complaint.
Please contact us in the way that’s easiest for you.
Talk to us
We can often resolve an issue with a quick chat. Please talk to us in branch, at our Contact Centre on 0800 727 2265, or our Complaints Team on 0800 850 331. You can also use our social media channels, but use DMs for any confidential information.
Send your complaint online
You can contact the Customer Complaints Team directly using the form below or at customercomplaints@sbsbank.co.nz
Write to us
You can write us a letter, or visit a branch for our Complaints Brochure. Complete its form and post it in.
Freepost SBS Bank
PO Box 835
INVERCARGILL 9840
Information you’ll need to supply.
We’re committed to resolving your complaint quickly and fairly. When you contact us, please let us know:
- 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.
- We may ask you to share further information to assist with this process.
- If there’s extra information that could help us, you can contact us on our 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.
SBS Bank is a member of the Banking Ombudsman Scheme dispute resolution service.
If you have followed our complaints process and are not satisfied with the result, you can access the Banking Ombudsman Scheme. It is a free, independent dispute resolution service which may be able to help.
Online or telephone
- E-mail: help@bankomb.org.nz
- bankomb.org.nz
- 0800 805 950 or (04) 915 0400
Postal address
- Freepost 218002
PO Box 25327
WELLINGTON 6140
Physical
- Level 5
Huddart Parker Building
1 Post Office Square
WELLINGTON 6011
Code of Banking Practice.
SBS Bank abides by the Code of Banking Practice, which is a set of formal standards agreed to by all members of the New Zealand Bankers Association.
We want you to have a good banking experience with SBS. The Code sets out the banking practices we’ll follow in our relationship with you.
Use this form to send a complaint.
Complete this form to lodge a complaint or to send us feedback on something we could do better.
You can also call us to sort things out even faster, or have a chat to one of our friendly team at a branch. They will be very happy to talk to you about anything that hasn’t gone as you expected.
Please don’t include any account-specific or confidential information on this form. When you send this form, you agree to our Privacy and General Terms and Conditions.