We strive to provide excellent service, and adhere to the Code of Banking Practice. However, there may be times when you feel things are not going well. When this happens we need to know so that we can fix it, learn from it and improve our service to you in the future.
Who do I go to first?
Often a call to the RaboDirect Customer Contact Centre can provide a quick resolution.
What if I am still not happy?
If you have already tried talking with our Contact Centre and are not satisfied with the response, then ask to speak with the Contact Centre manager.
I would prefer to talk to someone else
Of course, if you are not comfortable with detailing your concerns with our Customer Contact Centre staff, or manager, you can contact the RaboDirect general manager in Wellington. Please call 0800 22 44 33 and ask to speak to the General Manager, or write to:
PO Box 38 567
Attn: General Manager
Please ensure that you detail your name, address and account number as well as your concerns and what action you, and we, have taken.
There are times when an impasse cannot be resolved. In these circumstances you are able to talk to the Banking Ombudsman. This is a free, independent service to help banks and clients, including clients of RaboDirect (a division of Rabobank New Zealand Ltd), resolve problems provided that:
you have already talked to us about your concerns
you are not making a claim for more than $200,000.00, and
your concerns fall within the Banking Ombudsman's terms of reference.
We will accept the Banking Ombudsman's final decision.
The Banking Ombudsman's brochure, which explains the service in more detail, is available via their website, or we can send you one by mail. Please call us and request one, or directly from the Banking Ombudsman.
Contact the Banking Ombudsman of New Zealand
Banking Ombudsman of New Zealand
Freecall: 0800 805 950
From OS: 0064 4 915 0400
The Banking Ombudsman
P O Box 25327