Qbanq Complaints Policy

Qbanq is committed to providing fair, transparent, and effective handling of complaints. This Complaints Policy explains how complaints are received, assessed, investigated, and resolved in a timely and consistent manner.

This policy is designed to meet the expectations of the Financial Markets Authority (FMA) and comply with applicable New Zealand consumer protection and financial services legislation.

Qbanq is a product offering of AUSNZ Tech Limited.

• Legal entity: AUSNZ Tech Limited
• NZBN: 942904755148
• Financial Service Provider Register (FSPR): FSP1010078
• External Dispute Resolution (EDR) Scheme: Financial Services Complaints Ltd (FSCL)
• FSCL Membership Number: 9456

Qbanq is a payments and virtual account technology platform. Qbanq is not a bank, does not accept deposits, and does not provide lending or credit services.

Some services accessible through Qbanq are provided by regulated third-party payment institutions, card issuers, or financial service providers. Where this is the case, complaints may involve both Qbanq and the relevant third-party provider.

This policy applies to:

• Users of the Qbanq platform;
• Prospective customers and business partners;
• Complaints relating to Qbanq's products, services, systems, staff, or processes.

This policy does not prevent a complainant from exercising any rights available under New Zealand law.

A complaint is any expression of dissatisfaction regarding:

• The provision or performance of Qbanq's services;
• A decision, action, or failure to act by Qbanq;
• Errors, delays, outages, or operational issues;
• The conduct of Qbanq staff or representatives;
• The handling of personal or transactional information.

Complaints may be submitted through any of the following channels:

• Email: complaints@qbanq.nz
• Website: via the contact or support form at www.qbanq.nz
• Written correspondence: to the address specified in Qbanq's Terms and Conditions

When making a complaint, please include (where possible):

• Your full name and contact details;
• A clear description of the complaint;
• Relevant dates, references, or transaction details;
• The outcome you are seeking.

If a complainant is not satisfied with the outcome, they may request an internal escalation. The complaint will then be reviewed by a senior member of AUSNZ Tech Limited who was not directly involved in the original decision.

Requests for escalation should be made in writing.

If a complaint cannot be resolved internally, or if the complainant is dissatisfied with the final outcome, the complaint may be referred to Financial Services Complaints Ltd (FSCL), an approved External Dispute Resolution (EDR) scheme.

FSCL provides a free and independent dispute resolution service.

Where a complaint relates wholly or partly to services provided by a third-party payment institution or financial service provider, Qbanq will:

• Inform the complainant of the relevant provider;
• Assist with referral to the appropriate complaints or dispute resolution process;
• Cooperate with any investigation conducted by the third-party provider or EDR scheme.

Qbanq will not disadvantage, penalise, or retaliate against any person for making a complaint in good faith.

Qbanq maintains records of complaints and outcomes in accordance with regulatory and legal requirements. Complaint data is reviewed to:

• Identify systemic or recurring issues;
• Improve products, services, and controls;
• Support compliance and risk management obligations.

Personal information collected during the complaints process is handled in accordance with Qbanq's Privacy Policy and the Privacy Act 2020.

If you have any questions, please contact:

This policy is intended to comply with applicable New Zealand laws. Nothing in this policy limits or excludes any rights or remedies available under New Zealand law.

Last updated: January 2026