Had an issue with ASB? Get a real response.
How to submit a complaint with ASB
The strongest ASB complaint starts with their complaints team, app, secure message channel, or phone support and a clear statement of what failed around personal and business banking, home loans, insurance, and investments.
- Start in the right place: Use their complaints team, app, secure message channel, or phone support for ASB so the complaint lands with a team that can actually review it.
- Anchor the facts: Include account details, transaction references, statements, screenshots, and prior emails and explain what went wrong with personal and business banking, home loans, insurance, and investments.
- Name the complaint theme: Say if the issue is about ASB's customer service, fees, and online banking platform so it is routed properly.
- Ask for a concrete outcome: Spell out whether you want a reversal, correction, refund, account fix, or a clear written explanation.
- Keep it on one thread: Ask for a written reference or acknowledgement and keep all follow-up in the same complaint trail.
Most ASB complaints move through logging, evidence review, and then a written position on what the business will do next.
- Acknowledgement: You should get a case number, email, or some written sign that ASB has logged the complaint.
- Review: The business will usually look at account details, transaction references, statements, screenshots, and prior emails and the part of the service tied to the complaint.
- Response: A useful answer should explain what ASB found and whether it will offer a reversal, correction, refund, account fix, or a clear written explanation.
- Push-back if needed: If the reply is vague or misses the key point, answer on the same thread and restate the unresolved issue in plain language.
Common complaints against ASB
The complaint themes most likely to matter for ASB are below. Use the one that best matches your issue.
- ASB's customer service: Slow replies, handballs between teams, or support that misses the actual problem.
- Fees: A recurring friction point that is worth naming clearly in your complaint.
- Online banking platform: A recurring friction point that is worth naming clearly in your complaint.
ASB complaints submitted through Ajust
Do not let a weak ASB response turn the issue into a fresh complaint. Escalate the same chronology instead.
- Escalate internally first: Ask ASB to move the complaint to a manager, specialist complaints team, or formal review path.
- Keep the same chronology: Do not restart from scratch. Re-send the timeline, evidence, and the outcome you still want.
- Move externally when the internal process stalls: If the business still does not deal with it properly, the practical next step is usually AFCA after the bank's internal dispute resolution process.
If ASB does not resolve a complaint about ASB's customer service, fees, and online banking platform, there is usually an external path beyond the business.
- Main external path: AFCA after the bank's internal dispute resolution process
- Why this route matters: ASIC may matter for broader conduct issues, but AFCA is usually the practical complaints route for consumers.
- Before you escalate: Keep your full ASB complaint trail together, including receipts, screenshots, emails, and any written responses.
We could not confirm a stronger public complaint route for ASB, so start with their complaints team, app, secure message channel, or phone support and ask for the complaint to be logged in writing.
ASB Complaints FAQs
Which channel should I use to complain to ASB?
Start with their complaints team, app, secure message channel, or phone support and label it as a complaint straight away. That makes it easier to move into the right internal process.
What happens after I submit a complaint to ASB?
You should usually get an acknowledgement first, then a review of the facts, then a written response. If the reply misses the issue, answer on the same thread.
What do people usually complain about with ASB?
The recurring themes are usually ASB's customer service, fees, and online banking platform. Naming the exact complaint theme early gives the issue a better chance of landing with the right team.
Is there an ombudsman or regulator for complaints about ASB?
Usually yes. The main external path is AFCA after the bank's internal dispute resolution process. Keep your internal complaint history together before you move it.
You’ve done your part, now it’s time to hold ASB accountable.
Take the final step and submit a complaint that gets seen and responded to.