Complaints

Let us know how are we doing

If you feel we have let our standards slip and have a complaint, we want to hear about it. This provides us with an opportunity to resolve the issue and enables us to learn from our mistakes to continue to improve the service we deliver to all customers. 

How to contact us

Visit a branch

Pop into your nearest branch and have a chat with the friendly team. See a list of branches here.

Call us

Call us on 0800 229 943
Monday to Friday 8.30am - 7.30pm
Saturday 8.30am - 12pm
Ask to speak with someone in our senior management team if you like.

Write to us

NZCU Baywide Feedback
PO Box 431
Hastings 4156

Online

Complete an online complaints form

However you choose to contact us we can ensure you that your complaint will be acknowledged within two working days.

Feedback 

If you have an idea on how we can improve our service or you just want to make a team member's day by providing some great feedback, please visit our feedback page.

 

Complaint not resolved  

If you feel that your complaint has not been resolved, you can escalate it by calling 0800 229 943 and asking to speak to the Manager, Branch Sales and Service.

If you still feel it has not been resolved and would like to take it further please contact our CEO.

Gavin Earle, Chief Executive
email: ceo@nzcubaywide.co.nz
PO Box 431
Hastings 4156

Taking your complaint further

The Banking Ombudsman is a free independent service that provides help to resolve disputes between a customer and a banking service provider. If you have made a complaint and feel we haven’t resolved the issue you can ask for their help .  

Banking Ombudsman contact details 
Freephone: 0800 805 950
Phone: +64 4 915 0400 (from overseas)
Email: help@bankomb.org.nz
Website: www.bankomb.org.nz
Postal Address:
Freepost 218002
PO Box 25327
Featherston Street
Wellington 6146

Banking ombudsmen scheme logo

NZCU Baywide abides by a set of banking standards set by the New Zealand Bankers' Association. You can view our responsibilities under the Code of Banking Practice.