More bank complaints made online in 2013-14

More bank complaints made online in 2013-14

Customers with a problem about their bank are increasingly using electronic means to complain according to Banking Ombudsman Deborah Battell.

“Two-thirds of our complaints are now made via the scheme’s online complaint form and a total of 80 percent of complaints are made either via the on-line form, email or Facebook.”

The Banking Ombudsman Scheme has just released its 2013/14 annual report.

Case numbers are up but the average length of time the Banking Ombudsman Scheme takes to resolve disputes in 2013 -14 is down 12 percent on the previous year and down 21 percent over the past two years. The average number of working days decreased from 74 to 65 in 2013.

“This is a great result for the bank customers we help and is also a reflection of the calibre of my staff who achieved this while working for eight months of the year in sub-optimal conditions following the evacuation of our old premises after the July 2013 Cook Strait earthquake,” said Ms Battell.

The number of cases received during the year was up slightly to 3,250, largely due to a 13 percent increase in enquiries.

“Awareness of our scheme has increased markedly over the past few years, and this is borne out by our statistics. In addition to the increase in enquiries, we saw a 62 percent increase in unique website visits which far exceeded our expectations.

“We have also noticed a shift in the types of cases. Property-related cases have eased off, which is a sign of better economic times, while those with an internet and technology-related aspect grew.

“However, it is worth noting in Money Week that lending remains our biggest single area of complaint. In addition to property-related lending, credit card lending and guarantees complaints make up 19 percent of lending-related complaints and disputes, up from 12 percent the previous year.”

Ms Battell said there has also been a big improvement in early resolution through the use of its advice line for participant banks and quicker and more reasonable bank offers.

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