Non-bank deposit takers

Non-bank deposit takers cover credit unions, building societies, and some finance companies. 

From 31 March 2025, non-bank deposit takers need to hold a financial institution licence to continue operating, if they provide services to consumers 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 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 non-bank deposit taker. If you believe you have not been treated fairly, you can make a complaint directly to your non-bank deposit taker, or their dispute resolution scheme, where you can access free, fair, and independent dispute resolution.

Read more about disputes and consumer protection