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Contact us

Our contact centre will be open from 8:00am - 8:00pm on weekdays and 8:30am - 5:00pm on weekends and public holidays to assist customers with critical banking requirements or urgent queries.

Financial support FAQs Feedback and Complaints

Urgent contact

Financial support

If you have been impacted by COVID-19 and would like to find out about financial support options with ASB, view our COVID-19 update.

Or view our financial support FAQ's links below.

Personal Banking FAQs
Business Banking FAQs

Missing or stolen cards

If your card has been lost or stolen, it is important to contact us immediately to cancel it.  

What to do

Fraud, phishing and scams

We take security extremely seriously. If you think you've been targeted by an online or phone scam, let us know and we'll do everything we can to help. Call 0800 ASB FRAUD (0800 272 372), or +64 9 306 3000 if you're overseas.

Stay safe online

Phone us

We are here to help, but how we help will look different during the COVID-19 restrictions.

Our contact centre will be open from 8:00am - 8:00pm on weekdays and 8:30am - 5:00pm on weekends and public holidays to assist customers with critical banking requirements or urgent queries.

Please use our online channels where possible: asb.co.nz, the mobile app or send us a secure email from your online banking profile.

Available
From NZ
From overseas
COVID-19 special response number
Mon - Fri   8:00am - 8:00pm 
Sat, Sun & public holidays  8:30am - 5:00pm

ASB's priority line for customers aged 65 and over
Mon - Fri   8:00am - 8:00pm 
Sat, Sun & public holidays  8:30am - 5:00pm

General enquiries
Mon - Fri   8:00am - 8:00pm 
Sat, Sun & public holidays  8:30am - 5:00pm
FastNet Classic internet banking 

Learn more

Mon - Fri   8:00am - 8:00pm 
Sat, Sun & public holidays  8:30am - 5:00pm
FastNet Business help desk

Learn more

Mon - Fri   8:00am - 8:00pm 
FastNet Business - Financial Markets Online

Learn more

Mon - Fri   8:00am - 8:00pm 
FastPhone phone banking 

Learn more

24 hours; 7 days
Travel insurance enquiries
Mon - Fri 8:00am - 6:30pm
Sat 8:30am - 5:00pm
Sun & public holidays closed

Home lending:
Mon - Fri 8:00am - 6:30pm 
Sat 8:30am - 5:00pm
Sun & public holidays closed

Personal lending and credit cards:
Mon - Fri 8:00am - 6:30pm 
Sat 8:30am - 5:00pm
Sun & public holidays closed


ASB Securities

Learn more

Mon - Fri 7:00am - 6:00pm
Business Banking
Mon - Fri 8:00am - 5:00pm
Rural Banking
Mon - Fri 8:00am - 5:00pm

Merchant Services

Learn more

Mon - Fri 8.30am - 5.00pm

Email us

If you'd prefer to email your question please use our enquiry form.

Find an expert in your area

Home loans

Our mobile lending managers cover much of the country. Tell us where you are and we'll show you managers in your area.

Search now

Business & Rural

Answer a few questions to help us find you the right business or rural expert for your situation and in your area.

Search now

International business

Whether you're looking to import goods to or export goods from New Zealand an international business expert can help.

Search now

Find us

Branches & ATMs

Regional business centres

Find your nearest ASB Business Banking office.

Head office

ASB North Wharf
12 Jellicoe Street
Auckland 1010

Postal address

P.O. Box 35
Shortland Street
Auckland 1140

Regional Banking Hubs

Regional Banking Hubs offering basic banking services

Martinborough, Opunake, Stoke and Twizel are local banking hubs that offer basic banking services:

  • Smart ATM: For cash withdrawal and cash/coin deposits
  • iPads: To access our website and internet banking
  • Phones: To call our contact centre

Customers seeking other banking services or financial advice will be assisted to use internet banking or put in touch with someone at our contact centre who can help.  

For recent media updates regarding Regional Banking Hubs see nzba.org.nz.

ASB Community Bankers

ASB has introduced a dedicated team of Community Bankers to provide a helping hand to those who need a bit more support with their everyday banking.

The five ASB Community Bankers visit local libraries, community centres and aged-care facilities, bringing the personal touch with one-on-one support for our customers who are getting to grips with ASB's online banking services. The team also facilitate free Better Banking Workshops in local communities.

The team are currently being piloted in Auckland, Northland and the Waikato areas.

Customers can arrange to meet an ASB Community Banker by calling 0800 272 119 (65+ priority line), 0800 803 804 or by speaking with a member of the ASB team in branch.

For more information about our Better Banking Workshops click here

We'd love to hear your feedback

We're committed to helping our customers get one step ahead. We'd like to hear about times when we've done just that, or the times where we've fallen short. 

There's always room for improvement and we do our best to resolve complaints as quickly and fairly as possible. Of course, we also want to hear about positive experiences and we'll pass your compliments on. We value all feedback from our customers. We record this information and review it regularly to help us spot opportunities for improvement.

Share your feedback with us

  • Lodge a complaint online

    Let us know how we can help make your banking better. 

    Make a complaint

  • Share your thoughts online

    Whether it's feedback or a compliment, we'd love to hear it.

    Give us feedback

Other ways to share your thoughts

Taking your complaint further

Get in touch with Customer Care

The ASB Customer Care team are dedicated to working through complaints our customers may have. If we've been unable to resolve your complaint and you'd like to pursue it further, you can:

  • Request that your complaint is passed onto one of our Customer Care managers.
  • Contact one of our Customer Care managers directly on 0800 272 288, extension 97757, or 09 377 8930.

A Customer Care manager will then investigate and attempt to resolve your complaint.

Reach out to the Banking Ombudsman Scheme

We'll do everything we can, and work with you to iron out any problems. However if you're not happy with how we're managing your concerns and our Customer Care team haven't been able to help, you could talk to the Banking Ombudsman.

They're free and independent, and may be able to help you resolve concerns and disputes with your bank. Before the Banking Ombudsman can review your complaint, do give us opportunity to look into it first.

You can also report information about ASB or any of our advisors to the Financial Markets Authority.

  • PO Box 1179, Wellington 6140

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