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Grumbles from bank customers

The Minister of Consumer Affairs says a number of banking consumers are concerned about what they see as excessive fees and charges as well as the lack of helpful information, and they also feel unfairly penalised by banks.

Thursday, August 17th 2000, 12:00AM

by Paul McBeth

A number of banking consumers are concerned about what they see as excessive fees and charges, they're poorly informed about how to make a complaint and they feel unfairly penalised by banks.

Those were some of the conclusions drawn by the Minister of Consumer Affairs, Hon. Phillida Bunkle, after providing a month-long phone hotline for banking consumers. The Ministry trialled its free Bankline service to give people advice on resolving banking problems and to get a better idea of people's concerns.

A large number of complaints related to bank fees and charges, with Ms Bunkle saying that callers perceived a general decline in service in return for higher fees.

"We also got a sense through Bankline that people are not well informed about their bank's complaints procedures or about the Banking Ombudsman."

Banking Ombudsman Liz Brown said a number of callers were referred to her office during the trial and said the Ministry's conclusions that people were poorly informed was "a perennial problem". Banks which take part in the Ombudsman's Scheme are required to have information about complaints procedures on display in branches, but she said that wasn't much help for people who mainly dealt with their bank by telephone.

"Banks that are members of the Ombudsman's Scheme have very robust complaints procedures," she said. "The issue is getting frontline staff to recognise that someone is actually putting in a complaint and that anybody who is expressing any sort of dissatisfaction with their service is a potential complainant."

Brown said she was encouraging banks to put more information about complaints procedures on their web-sites.

Paul is a staff writer for Good Returns based in Wellington.

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Mortgage Rates Table

Full Rates Table | Compare Rates

Lender Flt 1yr 2yr 3yr
AIA - Back My Build 4.44 - - -
AIA - Go Home Loans 6.54 4.89 4.95 5.09
ANZ 6.49 5.55 5.55 5.69
ANZ Blueprint to Build 7.39 - - -
ANZ Good Energy - - - 1.00
ANZ Special - 4.95 4.95 5.09
ASB Bank 6.44 4.89 4.95 5.09
ASB Better Homes Top Up - - - 1.00
Avanti Finance - Near Prime ▼6.90 - - -
Avanti Finance - Specialised 8.34 - - -
Basecorp Finance 7.25 - - -
Lender Flt 1yr 2yr 3yr
BNZ - Classic - 5.99 5.69 5.69
BNZ - Mortgage One 6.54 - - -
BNZ - Rapid Repay 6.54 - - -
BNZ - Std 6.44 4.89 4.95 5.09
BNZ - TotalMoney 6.54 - - -
CFML 321 Loans 4.99 - - -
CFML Home Loans 6.70 - - -
CFML Prime Loans 7.20 - - -
CFML Standard Loans 7.99 - - -
China Construction Bank 6.44 4.85 4.95 4.95
China Construction Bank Special 6.44 5.85 5.95 5.95
Lender Flt 1yr 2yr 3yr
Co-operative Bank - First Home Special - 4.85 - -
Co-operative Bank - Owner Occ 5.95 4.95 4.99 5.25
Co-operative Bank - Standard 5.95 5.45 5.49 5.75
Credit Union Auckland 7.70 - - -
First Credit Union Special - 5.29 5.19 -
First Credit Union Standard 6.94 5.79 5.49 -
Heartland Bank - Online 5.99 5.89 - -
Heartland Bank - Reverse Mortgage - - - -
Heretaunga Building Society 7.45 5.90 5.80 -
ICBC 6.50 4.85 4.95 5.05
Kainga Ora 6.44 4.89 4.95 5.09
Lender Flt 1yr 2yr 3yr
Kainga Ora - First Home Buyer Special - - - -
Kiwibank 6.35 5.79 5.85 ▼5.95
Kiwibank - Offset 6.35 - - -
Kiwibank Special - 4.89 4.95 ▼5.15
Liberty 6.90 6.80 6.50 6.45
Nelson Building Society 6.94 4.99 4.93 -
Pepper Money Near Prime 6.85 - - -
Pepper Money Prime 6.29 - - -
Pepper Money Specialist 8.30 - - -
SBS Bank 6.49 5.55 5.55 5.75
SBS Bank Special - 4.95 4.95 5.15
Lender Flt 1yr 2yr 3yr
SBS Construction lending for FHB 3.94 - - -
SBS FirstHome Combo - 4.29 - -
SBS FirstHome Combo - - - -
SBS Unwind reverse equity ▼8.64 - - -
TSB Bank 7.19 ▼5.69 5.75 6.09
TSB Special 6.39 ▼4.89 4.95 5.29
Unity First Home Buyer special - 4.29 - -
Unity Special 6.64 4.99 4.99 -
Unity Standard 6.64 5.79 5.79 -
Wairarapa Building Society 6.75 5.09 4.95 -
Westpac 6.59 5.49 5.55 5.59
Lender Flt 1yr 2yr 3yr
Westpac Choices Everyday 6.69 - - -
Westpac Offset 6.59 - - -
Westpac Special - 4.89 4.95 4.99
Median 6.56 4.99 4.99 5.15

Last updated: 30 June 2025 8:16am

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