Feedback and Complaints

It is important for us to continue to improve our customer service so please let us know all about your Westpac experience - whether it's good or not so good. And if you do have a problem, let us put things right.

Ways to feedback

If you have an enquiry, or want to provide us feedback or even a compliment, we’d love to hear from you. Please complete our online feedback form.

Or find out how to call or write to us here.

Not happy? Let's work through things together

If you have a complaint and we couldn’t resolve your concern in our branch, through the call centre or our website, you can contact our Customer Solutions Team directly on 0800 351 494 or customersolutions@westpac.co.nz or write to us at

Westpac Customer Solutions
Freepost 125 436
P O Box 934
Auckland 1140
New Zealand

We will;

  • respond within 5 working days from when you get in touch, if we can’t resolve it immediately
  • explain if and why we can’t resolve the problem and let you know when you can expect to hear back from us
  • check with you by phone or in writing after resolution, to make sure you’re happy with the outcome


If we can't resolve your problem

If you're still unhappy after we've done a review, then you may want to seek the independent assistance from the Banking Ombudsman. The Banking Ombudsman can help customers resolve concerns and disputes with their bank, free of charge.

Please note that before the Banking Ombudsman can review your complaint, it must first have been fully investigated.

Freephone: 0800 805 950
Visit their website: https://bankomb.org.nz
Make a complaint: https://bankomb.org.nz/contact-us
View the Banking Ombudsman brochure

 

Write to:

Banking Ombudsman
Freepost 218002
PO Box 25 327
Featherston Street
Wellington 6146

Code of Banking Practice

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.

We want our customers to have a good banking experience. The Code of Banking Practice sets out the principles of good banking practice. We agree to follow these good banking practices in our customer relationships.

Download a copy of the Code of Banking Practice June 2018 (1.09mb PDF).