Complaints Policy
Version 1.4 - 15 September 2026
1. Have an issue and need help?
Let us know and we'll do our best to fix your problem. Making a complaint to Boing is free.
2. How to make a complaint
You can make a complaint by:
- Emailing us at complaints@boing.nz
- Filling out our contact form at boing.nz/contact
Please include your name, any relevant transaction details (such as the date, amount, and the phone number or BoingID involved), and a description of the issue.
3. What happens next?
Once we receive your complaint, we will acknowledge it, then conduct a review. We will respond with the results of our review within [10] working days and keep you informed if the review needs more time to complete.
If your complaint relates to a payment made through open banking, we may need to contact your bank or the recipient's bank as part of our review, and we will let you know if that's the case.
4. If you're not satisfied with our response
If we can't resolve your complaint, or you're not satisfied with the outcome, you can refer your complaint free of charge to [insert approved dispute resolution scheme Boing belongs to as a Financial Service Provider — for example, the Financial Dispute Resolution Service (FDRS), Financial Services Complaints Limited (FSCL), or the Insurance & Financial Services Ombudsman Scheme (IFSO)]:
The following are the contact details for the approved dispute resolution scheme:
| Address | [Insert scheme's postal address] |
|---|---|
| Phone | [Insert scheme's phone number] |
| [Insert scheme's complaints email address] | |
| Website | [Insert scheme's website] |
5. Complaints about privacy
If your complaint is specifically about how we've handled your personal information, you can also contact the Office of the Privacy Commissioner, PO Box 10-094, The Terrace, Wellington 6143, phone 0800 803 909, privacy.org.nz. See our Privacy Policy for more detail on your privacy rights.
6. Complaints about our open banking accreditation
If your complaint relates to Boing's obligations as an accredited third party under the Customer and Product Data Act 2020, you can also raise it with the Ministry of Business, Innovation and Employment (MBIE) as the Consumer Data Right regulator, once Boing is listed on the Register of Participants. [Insert MBIE contact details / register link once Boing is accredited.]
7. Contact us
If you have any questions about this policy or want to make a complaint, contact us at complaints@boing.nz.