Compliments and Complaints

At Heartland Bank, we are proud to offer our customers a high level of customer service, and your satisfaction is very important to us. If you would like to make a complaint or offer a compliment, we encourage you to contact us.

For a compliment

Please get in touch with your usual point of contact or their manager. Alternatively you can email us at [email protected], or call us on 0508 432 785.

For a complaint

In the first instance, please get in touch with your usual point of contact at Heartland Bank and we will make sure your complaint is investigated promptly. We will acknowledge your complaint within 2 business days (Monday to Friday, not including public holidays) and make sure your complaint is investigated properly.

Alternatively you can email us at [email protected], complete the form below, or call us on 0508 432 785 (or +649 927 9641 if calling from overseas) and ask to speak with our Customer Services Team.

If a solution can't be found or you are unsatisfied with the outcome, 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

Postal Address
Freepost 218002
PO Box 25 327
Featherston Street
Wellington 6146

Phone 0800 805 950 / +64 4 915 0400  
Email [email protected]
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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.