Our communication platform will be offline for scheduled maintenance from 11pm 6 September - 6am 7 September . There will be minor disruptions to customers receiving SMS verification codes during this time.

 

Compliments and Complaints

At Rabobank, your feedback matters. We strive to deliver superior service to our customers, and we welcome your feedback and complaints.

Compliments and Complaints

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.

Email us

If you have an enquiry, compliment, complaint, or would like to discuss financial hardship, please complete the relevant form below.

Rabobank Clients: If you'd like to discuss your account, please call the Online Savings or Agribusiness numbers listed above, or send us a Secure Message through Internet Banking.

What would you like us to know?*

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

How can we contact you?

First Name*

Last Name*

Contact Number*

Email*

Residential Address

Postcode

Rabobank Client ID

* Mandatory fields

Please allow 5-10 seconds for the form to submit. 

By clicking Submit, you agree that we may collect the personal information you have provided to respond to your enquiry or feedback. For more information about how we handle your personal information, please read our Privacy Statement.

What would you like us to know?*

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

Would you like us to contact you about your feedback?

First name*

Last name*

Phone Number*

Email*

Residential Address

Postcode

Rabobank Client ID Number

* Mandatory fields

Please allow 5-10 seconds for the form to submit. 

By clicking Submit, you agree that we may collect the personal information you have provided to respond to your enquiry or feedback. For more information about how we handle your personal information, please read our Privacy Statement.

What would you like us to know?*

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

How would this issue best be resolved?

How can we contact you?

First Name*

Last Name*

Contact Number*

Email*

Residential Address

Postcode

Rabobank Client ID

* Mandatory fields

Please allow 5-10 seconds for the form to submit. 

By clicking Submit, you agree that we may collect the personal information you have provided to respond to your enquiry or feedback. For more information about how we handle your personal information, please read our Privacy Statement.

What would you like us to know?*

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

How can we contact you?

First Name*

Last Name*

Contact Number*

Email Address*

Residential Address

Postcode

Rabobank Client ID

* Mandatory fields

Please allow 5-10 seconds for the form to submit. 

By clicking Submit, you agree that we may collect the personal information you have provided to respond to your enquiry or feedback. For more information about how we handle your personal information, please read our Privacy Statement.

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, Monday - Friday, 8am-6pm, excluding public holidays.

    or 0800 500 933 for Agribusiness, Monday - Friday, 8am-5:30pm, excluding public holidays

  • Write to us at Rabobank, Level 4, 32 Hood Street, Hamilton 3204
  • Call us directly from your mobile banking app to make identifying you and getting help easier.

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.

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

For unresolved complaints, please get in touch with our Customer Resolutions Manager by:

Email: CustomerResolutionNZ@rabobank.com
Post: Customer Resolutions Manager, Rabobank, Level 4, 32 Hood Street, Hamilton, 3204. 

Banking Ombudsman Scheme

We'll do everything we can, and work with you around any complaints you have about our serivce. However if you're not happy with how we're managing your concerns, you could talk to 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:

Website: 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.

Banking Ombudsman Scheme

New Zealand 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.

Learn more about the Code