Complaints

Let us know how are we doing

If you feel we have let our standards slip and have a complaint, we want to hear about it. This provides us with an opportunity to resolve the issue and enables us to learn from our mistakes to continue to improve the service we deliver to all customers. 

How to contact us

Visit a branch

Pop into your nearest branch and have a chat with the friendly team. See a list of branches here.

Call us

Call us on 0508 NZCU4U (0508 69 28 48)
Monday to Friday 8.00am - 3.30pm
Ask to speak with someone in our Senior Management Team.

Write to us

NZCU Steelsands Feedback
Private Bag 92121
Victoria St West
Auckland 1142

Online

Complete an online complaints form

However you choose to contact us we can ensure you that your complaint will be acknowledged within two working days.

Feedback 

If you have an idea on how we can improve our service or you just want to make a team member's day by providing some great feedback, please visit our feedback page.

 

Complaint not resolved  

If you feel that your complaint has not been resolved, you can escalate it by calling 0508 692 848 and ask to speak to the General Manager.

Taking your complaint further

The Financial Services Complaints Limited is a free independent service that provides help to resolve disputes between a customer and a banking service provider. If you have made a complaint and feel we haven’t resolved the issue you can ask for their help .  

Financial Services Complaints Limited
Level 4, 101 Lambton Quay
Wellington 6011

Postal Address:
P O Box 5967
Wellington 6145

Freephone:  0800 347 257
Fax:            04 472 3728
Email:         info@fscl.org.nz
                 complaints@fscl.org.nz

https://www.fscl.org.nz/
https://www.fscl.org.nz/contact-us


NZCU Steelsands abides by a set of banking standards set by the New Zealand Bankers' Association. You can view our responsibilities under the Code of Banking Practice.