Complaints
Help us put things right.
If something has gone wrong, NSB Money should make it clear how to raise a concern and what happens next.
How complaints are handled.
Tell us what happened
Explain the issue clearly and include relevant account, payment or onboarding details.
We review the concern
The right team reviews the matter and may request further information.
We respond
We provide an update, outcome or next step based on the information available.
Escalation pathway
Where required, complaints may be escalated for further review.
What to include.
Your name and contact details
The product or service involved
What happened and when
Any transaction, account or onboarding reference
What outcome you are seeking