Complaints

We value your feedback

At Heartland Bank, if we get things wrong, we want to hear about it. We will make sure your complaint is investigated and commit to finding a solution promptly.

What happens next?

1
We will acknowledge your complaint within two business days, either by email or phone, to confirm we’ve received it.
2
We will evaluate it.
We’ll review all the information, assess how to address your complaint and reach a conclusion.
3
We’ll work with you to find a fair and reasonable resolution.
We’ll aim to resolve your issue quickly, though some cases may take longer if more information is needed.
4
We will write to you.
We’ll let you know the outcome as soon as we can and keep you updated along the way.

Heartland Bank do have several staff who speak other languages and can utilise the New Zealand Relay Service if you have a hearing or speech impairment. If you would prefer to speak with a staff member in your native language or wish to utilise the New Zealand Relay Service, please let us know and we will do our best to accommodate your request.

Taking a complaint further

If a solution can’t be found or you’re not happy with how we are managing your concerns, you can contact our approved dispute resolution scheme being the Banking Ombudsman, an independent party who helps sort out unresolved complaints. This service is free of charge. You can contact the Banking Ombudsman at:

Banking Ombudsman Scheme

Physical Address
Level 5
Huddart Parker Building
1 Post Office Square
Wellington 6011
Postal Address
Freepost 218002
PO Box 25327
Wellington 6140
Go to bankomb.org.nz 0800 805 950 (04) 915 0400 [email protected]

Code of Banking Practice

The Code of Banking Practice sets out standards for good banking practice. We adhere to the Code (as a member of the New Zealand Bankers' Association) and see it as a minimum standard to maintain good relationships and communications with our customers.

Download Code of Banking Practice