Your feedback matters
At Rabobank we strive to deliver superior service to our customers and we welcome your feedback and complaints.
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.
Enquiry – If you have a question about Rabobank’s products or services of if you want to provide feedback.
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.
How to make a complaint
Use the online complaints form
Send us a secure message via your internet banking
Call us on 0800 22 44 33 - Rabobank Online Savings (MON – FRI 8am - 6pm New Zealand time)
or 0800 500 933 for Country Banking (MON – FRI 8am - 5.30pm New Zealand time)
Write to us at Rabobank, Level 4, 32 Hood Street, Hamilton 3204
Email us
Fill out our online form below and we will respond as soon as possible.
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. Download our complaints brochure for more information.
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.
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.
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, Level 4, 32 Hood Street, Hamilton, 3204.
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.
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.