 |
|
Your satisfaction is our priority but we do know things sometimes go wrong, so if you have a problem or query tell us and we will do our best to solve it quickly and efficiently. Our promise to you is that you’ll only have to ask once, and we will move as quickly as possible to solve any problem. Westpac New Zealand Limited abides by the Code of Banking Practice, which is a set of formal standards that all members of the New Zealand Bankers Association have agreed to. The Code promotes good banking practices by outlining the minimum standards that the bank must meet in its relationships with its customers. The Code has recently been reviewed and updated. Download the latest copy using the link below.
 Code of Banking Practice July 2007 (1.09mB) |
|
 |
| We’d like to help resolve things. If we've let you down in some way, please get in touch....... |
|
|
If we’ve let you down in some way, please get in touch and tell us what’s happened, and what you’d like us to do about it. It usually helps if you can provide background information or any documents that explain things.
You can contact us… |
|
| You can talk to our staff at any branch, or call us free on 0800 400 600 (7am to 11pm, 7 days). |
|
You can simply complete our online feedback form now.
Note: this is a secure form to help protect your confidentiality. |
|
| If you’d prefer to write to us, you can address your letter to: |
|
Westpac Customer Advocacy
Freepost 125 436
P O Box 934
Auckland
NEW ZEALAND
Fax: 09 367 3574. |
|
| Customer Advocacy will find the best person to respond to you. |
|
| We will try to resolve things straight away, or if that’s not possible, within 5 working days from when you get in touch. If we need longer we’ll explain why and let you know when you can expect to hear back from us. |
|
|
| Afterwards, we’ll check with you by phone or in writing to make sure you’re happy with the outcome. If you’re still not satisfied, we’ll ask our senior management team or our Customer Advocacy Team to review things. |
|
|
If we’ve done a review and you’re still unhappy, then you can contact the Banking Ombudsman. The Ombudsman is independent and provides a free service, but asks that you try and work things out with us first.
You can contact the Banking Ombudsman's Office on 0800 805 950, email help@bankombudsman.org.nz, or write to: |
|
Banking Ombudsman
P O Box 10-573
The Terrace
Wellington |
|
