Not happy? We want to hear from you

member feedback process and form

We pride ourselves on our exceptional customer service.As a valued customer, you deserve the very best from our dedicated team and we're committed to ensuring you receive it.  

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 rectify any issue and continue to provide you with the service you expect.

We have a range of options for you to contact us:

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. Alternatively please ask to speak to a member of our Customer Complaints Team.

write to us


Alternatively you can call our Contact Centre on 0800 727 2265 and request that a form is posted out to you.The form will then be forwarded to our Customer Complaints team, who will review the issue and find a solution for you.

email us

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

All of our 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.

a review from the Banking Ombudsman 

We will work hard to resolve the issue however, if you are not satisfied with the resolution, 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
Wellington 6146

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

complaints form

A copy of the current Southland Building Society (SBS Bank) Disclosure Statement along with our Term Investment Terms & Conditions and QFE Adviser Disclosure Statement are available on request and free of charge from any branch or agency of SBS Bank or on this website
© Southland Building Society, 2016