We're all about service excellence here at TSB Bank, so if there's something you feel isn't up to scratch, please follow these steps to lodge a formal complaint. You will be listened to.

1. In all instances a complaint should be first directed to the Branch Manager (unless it is pertaining to the Branch Manager), in which case it should be directed in writing to the Operations Manager. The complaint will be recorded, reviewed and resolved.
2. If you are dissatisfied with the decision of the Branch Manager, you may refer the matter in writing to the Administration & Compliance Officer, Financial Services, New Plymouth.
3. If you are dissatisfied with the decision of the Administration & Compliance Officer or the Operations Manager, you may refer the matter in writing to the Managing Director/CEO or Deputy Chief Executive of the Bank.
   Address for all TSB Bank correspondence: TSB Bank Service Centre, PO Box 240, New Plymouth
4. In the event the matter remains unresolved, you may refer it to the Banking Ombudsman:
   
   The Banking Ombudsman
   PO Box 10573
   The Terrace
   Wellington
   
   Free Phone: 0800 805 950
   Email: help@bankomb.org.nz