We’re committed to putting things right

Banking is complex and sometimes things don’t go to plan. When this occurs and customers are impacted, we want to be able to put things right.

So, in situations like this we seek to identify our customers and former customers who may have been impacted, contact them to explain the situation, and sometimes this also means we’ll pay back money to them too.

Who might be impacted?

For example, you may be impacted if you:

• held a specific product with us during a specific period which hasn’t worked as it should
• were charged fees or interest that may not have been applied correctly, or
• did not receive the full benefit of a promotion or offer.

What do I need to do?

Please provide us with your current bank account details.

Why?

• If you're a former Co-operative Bank customer, we no longer hold your current account information, so we need your details to process your repayment.
• If you're a current customer but don’t have a transactional account we can pay into, we’ll need the details of an account at another bank to make the payment.

How are repayments made?

If your nominated bank account is based in New Zealand, repayments will be made directly into it.

If you would like to be paid into an international bank account, please contact us by phone. See details near the bottom of the page.

Payments usually occur within 10 days. Please allow extra time for payments to appear in your account during holiday periods.

We’re here to help. If you have any questions or concerns, please call us on Monday to Friday, 9am–5pm (NZ time) on:

0800 554 553

From overseas

+64 9 526 2426