Tell us what you think

Your satisfaction is very important to us, so we'd love to hear about positive experiences you've had with ASB. Alternatively if we've let you down in some way we'd also like to know about it so we can do our best to resolve things. Our staff are committed to treating complaints seriously and resolving them as quickly and fairly as possible.

Here are the ways you can go about giving us
your feedback:

Talk to us at your nearest ASB branch.

Contact a Customer Service Officer at your nearest ASB branch. If a solution cannot be found on the spot by your Customer Service Officer, ask to speak to the Branch Manager.

Talk to us at the ASB Contact Centre.

You can call a Contact Centre representative on 0800 803 804 any time, 24 hours a day, 7 days a week. Or use our feedback form, which will be e-mailed directly to a Contact Centre representative. Our trained staff will attend to the matter and set in motion whatever action is appropriate to resolve your situation.

Talk to a Customer Care Manager.

If you feel that a resolution has not been reached to your satisfaction, you can request the Branch Manager or Contact Centre representative to pass your concerns onto one of our Customer Care Managers or you can phone directly on 09 377 8930.

A Customer Care Manager will investigate and attempt to resolve your complaint, however if a 'stalemate' situation eventuates, you will be referred to the Banking Ombudsman, an independent party who looks at referred complaints on a case-by-case basis.

You can also report information about ASB or any of our advisers to the Financial Markets Authority. Its contact details are below.

Web: fma.govt.nz
Address: PO Box 1179, Wellington 6140
Phone: (04) 472 9830