Resolving issues
At The Co-operative Bank, we aim to provide great customer service and do right by our customers – every time. However, we recognise there may be occasions where we could have done better.
arrow_downOur steps to resolve customer complaints
Our team members are trained to help resolve problems. To help us to resolve your issue quickly, please let us know the following information either in branch, over the phone or by email:
- Your full name and customer number
- Tell us about your problem or what we could have done better
- What you would like us to do to resolve this for you
- Any other relevant information you would like us to consider
- The best way and time to contact you – email, phone or in person
Our team will work together with you to resolve the issue, and escalate it to the relevant Team Leader or Manager - Customer Banking if need be.
We hope that most concerns or issues will be able to be resolved at this level.
If we can’t resolve your concern to your satisfaction within the Branch or over the phone please ask for your complaint to be escalated:
- Branch Related: If you aren’t happy with our response, our Regional Manager will investigate.
- Phone Related: If you aren’t happy with our response, our Regional Manager or Senior Manager - Customer Banking will investigate.
As part of this escalation process, please know that:
- We’ll try to address your concerns as quickly as possible. You can expect to receive our response within 5 working days, or 10 working days if there are multiple or complex matters. We’ll inform you of the likely timeframe and update you if that changes.
- Escalated responses will be investigated by the relevant Co‑operative Bank team. We’ll gather your views and consider ours, in a fair, ethical and transparent way.
- Our response will outline what we found, what we can do and why. This may be relayed to you by discussion in branch, over the phone, email or letter.
- All of our responses and practices are aligned to the Code of Banking Practice and your best interests.
If your concern remains unresolved, you can escalate it to our Complaints Team via email, ComplimentsComplaints@co-operativebank.co.nz. They will review your complaint and the response provided by the Bank so far, and provide a further response to your concerns.
If the outcome of The Co‑operative Bank’s internal complaints process has not yet satisfied your concerns, the complaint can be referred to our external dispute resolution scheme, the Banking Ombudsman Scheme. The Banking Ombudsman scheme provides a free and independent dispute resolution service. They can review your complaint and provide impartial guidance and direction for resolving it.
Postal Address: Banking Ombudsman Scheme, Freepost 218002, PO Box 25327, Wellington 6140
Freephone: 0800 805 950
International: +64 4 915 0400
Email: Help@bankomb.org.nz
Website: www.bankomb.org.nz
Please note at any time during The Co‑operative Bank’s internal complaints process, you may contact the Banking Ombudsman Scheme for assistance. If the matter has not gone through The Co‑operative Bank’s internal complaint process, they will likely refer you back to The Co‑operative Bank in the first instance. Please remember, our team are trying our hardest to resolve your situation. If you need a moment to compose your thoughts or calm down, please let us know and we can get back in touch when you are ready. Please note, our team are unable to respond to you if they feel threatened or unsafe.