Banking

From 31 March 2025, registered banks need to hold a financial institution licence to continue operating, if they provide services to consumer in New Zealand.

As part of being licensed by the FMA, they needed to create their own fair conduct programme, which must explain how they will treat consumers fairly.

They must display summary information about their fair conduct programme on their website. The purpose of publishing this information is to help consumers to understand how their chosen provider should be treating them, which may be relevant if you feel you have been treated unfairly. Look out for this information on your bank's website.

Complaints and disputes

We want to ensure New Zealanders have confidence in a strong and trusted financial services sector that treats people fairly.

You are entitled to fair treatment from your bank. If you believe you have not been treated fairly, you can make a complaint directly to your bank, or to your bank's dispute resolution scheme, where you can access free, fair, and independent dispute resolution.

Read more about disputes and consumer protection