The Salvation Army Te Ope Whakaora is supportive of the role and use of disputes resolutions schemes like the Banking Ombudsman Scheme (BOS). However, our view is these schemes are often a ‘stretch’ for the people that we serve to use, understand, differentiate and navigate through.
These views are based on our engagement with our clients across various services we provide, but primarily through the national network of financial mentors and staff we have.
Therefore, we submit that simplifying these processes is crucial. Additionally, we believe there is merit in exploring if one scheme might better serve communities given the numerous complaints schemes available in New Zealand.