Complaints Process

If you have a problem, concern, or complaint about any part of FANZ’s service, please contact us so we can try to fix the problem.

Contact us by:

• calling us on 0800 727 2265
• emailing us at fanzcomplaints@sbsbank.co.nz

You can also write to us at:

The Chief Executive Officer, Funds Administration New Zealand Limited, PO Box 10445, Wellington 6140

When we receive a complaint, we will consider it following our internal complaints process:

• We will consider your complaint and let you know how we intend to resolve it. We may need to contact you to get further information about your complaint.

• We aim to resolve complaints within 10 working days of receiving them. If we can’t, we will contact you within that time to let you know we need more time to consider your complaint.

• We will contact you by phone or email to let you know whether we can resolve your complaint and how we
  propose to do so.

If we can’t resolve your complaint, or you aren’t satisfied with the way we propose to do so, you can contact the Banking Ombudsman.

Dispute Resolution Process  

Banking Ombudsman

We’re a member of the independent dispute resolution scheme run by the Banking Ombudsman.

If you feel we haven't resolved your concern satisfactorily, you can seek independent assistance from the Banking Ombudsman. The Banking Ombudsman will not charge a fee to investigate or resolve a complaint.

You can contact The Banking Ombudsman Scheme:

• email: help@bankomb.org.nz
• from the website: www.bankomb.org.nz
• via call 0800 805 950

You can also contact The Banking Ombudsman Scheme by mail at:

Freepost 218002, PO Box 25327, Wellington 6140