Compliments and Complaints
At Heartland Bank, we are proud to offer our customers a high level of customer service, and your satisfaction is very important to us. If you would like to make a complaint or offer a compliment, we encourage you to contact us.
For a compliment
For a complaint
In the first instance, please get in touch with your usual point of contact at Heartland Bank and we will make sure your complaint is investigated promptly. We will acknowledge your complaint within 5 business days (Monday to Friday, not including public holidays) and make sure your complaint is investigated properly.
If a solution can't be found or you are unsatisfied with the outcome, you can contact our approved dispute resolution scheme being the Banking Ombudsman, an independent party who helps sort out unresolved complaints. This service is free of charge. You can contact the Banking Ombudsman at:
Banking Ombudsman Scheme
PO Box 25 327
Code of Banking Practice
The Code of Banking Practice sets out standards for good banking practice. We adhere to the Code (as a member of the New Zealand Bankers' Association) and see it as a minimum standard to maintain good relationships and communications with our customers.