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Compliments and Complaints

Your feedback matters

At Rabobank we strive to deliver superior service to our customers and we welcome your feedback and complaints. Whether you had an exceptional experience or we didn’t meet your needs, please share your feedback, compliments or complaints so we can better serve you.

Email us your query or feedback

Complaint – If you are unhappy about a Rabobank product or service and would like us to look into it.

Compliment – If you have had a positive experience with Rabobank and would like to share this with us.

Feedback– If you have a suggestion or want to give us feedback but do not need us to reply to you.

Enquiry – If you have a question about Rabobank’s products or services.

Financial hardship – If you are experiencing financial hardship and would like to talk to us about this.

Complaints

There may be times when we do not meet your expectations. If this happens, we need to know as your feedback will help us to better understand your needs and improve the service we offer to you. Download our complaints brochure for more information.

How long will it take to receive a resolution?

We are committed to resolving any concern you may have quickly and fairly. We will acknowledge your complaint within two business days and our goal is to resolve it within five business days.

If we cannot resolve your complaint when we first hear about it, we will regularly update you about the progress of resolving the complaint.

In exceptional cases, we might require more time than we first anticipated to review a complaint and find a resolution. We will let you know if that happens and why. We will also let you know by what date we will have finalised our investigation.

What you can do if you are unhappy with the resolution

If you are not satisfied with the resolution offered, you can:

  • Ask our Customer Resolutions Manager to review your complaint.

  • Access the external dispute resolution service provided by the New Zealand Banking Ombudsman Scheme.

Fill out our online form below and we will respond within two business days.

For security and privacy please don't include information like your bank account numbers or passwords.

* Mandatory fields

The personal information we collect from you on this form will be used to respond to your query or feedback and to improve our services. Our privacy policy contains information about how we handle your personal information.

The Banking Ombudsman Scheme

The New Zealand Banking Ombudsman provides a free and independent service for people who have unresolved problems with a bank, helping to resolve disputes between customers and banks. Contact them directly:

Online: www.bankomb.org.nz
Email: help@bankomb.org.nz
Phone: 0800 805 950 (+64 4 915 0400 from overseas)

For more information, please visit the Banking Ombudsman website or get a copy of their information brochure from any Rabobank branch.

Our Customer Resolutions Manager

Our Customer Resolutions Manager is the contact person for unresolved complaints. Our Customer Resolutions Manager can be contacted by:

Email: fm.nz.CustomerResolutionNZ@rabobank.com
Post: Customer Resolutions Manager, Rabobank, PO Box 38396 Wellington Mail Centre, Lower Hutt 5045

NZ Code of Banking Practice

As a member of the New Zealand Bankers’ Association, Rabobank follows the principles of good banking practice as set out in the New Zealand Code of Banking Practice. View the Code here.

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