Making a complaint.

If you’re ever unhappy about something we’ve done – or perhaps not done - please give us the opportunity to put things right using one of the ways to contact us listed above.

Information we will need from you

We’re committed to resolving your complaint quickly and fairly. To help us do this, please provide us with:

• Your name and address
• Details of your concern
• What you would like us to do to put things right
• How you would like us to contact you e.g. phone number and best time to call or email address
• Any other relevant information.

Our commitment to you

We'll acknowledge your complaint within five working days, however where possible we'll aim to resolve your complaint on the spot. If we need additional time to get back to you, we'll let you know.  We'll confirm that we're looking into your complaint, and let you know when you can expect a response.  We’ll also keep you updated on our progress.

Making a complaint [PDF]

Complaints about Westpac life insurance

If you have any concerns about your Westpac life insurance policy, please follow Fidelity Life Assurance Company Limited's (Fidelity Life's) complaints process which you can find at fidelitylife.co.nz/westpac.

Fidelity Life is the underwriter of Westpac life insurance policies. They will work with you and do their best to resolve your complaint as quickly as possible.

^{Westpac life insurance products are arranged by Westpac New Zealand Limited ("Westpac") and underwritten by Fidelity Life Assurance Company Limited ("Fidelity Life"). None of Westpac Banking Corporation ABN 33 007 457 141 (incorporated in Australia), Westpac, or any member of the Westpac group of companies guarantee the obligations of, or any products issued by, Fidelity Life or any member of the Fidelity Group of companies.}

^{Terms, conditions, exclusions and limits apply to Westpac life insurance products and more detail can be found in the relevant policy document. Any claim payment is subject to your claim being accepted.}

^{Westpac accepts no responsibility for the availability or content of any third party websites and makes no representation as to the accuracy or currency of the materials.}

If you're still not satisfied with our response after we have fully investigated your complaint, you can seek assistance from the Banking Ombudsman Scheme, which provides an independent dispute resolution service. The Banking Ombudsman can help customers resolve concerns and disputes with their bank, free of charge.

The Banking Ombudsman is always available to provide advice on whether the complaint resolution proposed by Westpac is fair and reasonable. We encourage you to discuss your queries with the Banking Ombudsman Scheme – providing the Banking Ombudsman Scheme with an overview of your concern and Westpac’s suggested complaint resolution. However, please note that before the Banking Ombudsman can formally investigate your complaint, it must first have been fully reviewed by Westpac’s Customer Solutions team.

Freephone: 0800 805 950
Visit their website: https://bankomb.org.nz
Make a complaint: https://bankomb.org.nz/contact-us

Write to them:
Banking Ombudsman
Freepost 218002
PO Box 25327
Featherston Street
Wellington 6146

View the Banking Ombudsman brochure

The Banking Ombudsman complaint dashboard 

Here you’ll find an industry-wide picture of what’s causing complaints and why. The information comes from banks. It helps you see how banks perform in responding to complaints and it helps banks learn how to improve their products and services. The dashboard is interactive, and you can click on different graphs for more information.