Money hero
30 October 2015

Bank complaints info needs improving

Ombudsman says it should be easier to complain.

The Banking Ombudsman Scheme used its recently released annual report to tell banks they need to make it easier for people to complain online.

The survey, previously done as an in-branch mystery shop, found all member banks had complaint pages accessible from their home pages.

Banking ombudsman Nicola Sladden said: “The results show many banks provide effective links and detailed information about complaints on their websites. Others have information gaps, making it harder for customers to work out how to complain and specifically how to make a complaint online.”

The Banking Ombudsman Scheme resolved 12 percent more disputes during the 2014-15 financial year. Nearly half the complaints made to it were about poor customer service. The next biggest was unhappiness with bank decisions, especially on property loans, KiwiSaver withdrawals, credit cards and life insurance. Cases about early repayment costs to break fixed-term loans rose.

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