Contact

Complaints

If you are not satisfied with our financial advice service please do one of the following:


When we receive a complaint, we will consider it following our internal complaints process:

  • We will consider your complaint and let you know how we intend to resolve it. We may need to contact you to get further information about your complaint.
  • We aim to resolve complaints within 10 working days of receiving them. If we cannot, we will contact you within
    that time to let you know we need more time to consider your complaint.
  • We will contact you by phone or email to let you know whether we can resolve your complaint and how we
    propose to do so.

If we accept a complaint, we investigate it carefully, and, if we can, put things right for you.

We can arrange an interpreter by telephone, we use the NZ Relay Service.

If we cannot resolve your complaint, or you are not satisfied with the way we propose to do so, you can contact the Insurance & Financial Services Ombudsman Scheme to whom we subscribe.

The Insurance & Financial Services Ombudsman Scheme is an independent dispute resolution service that may help investigate or resolve your complaint if we have not been able to resolve your complaint to your satisfaction. There is no cost to you for this service and you may write to them at:

Physical Address:
Level 2, Solnet House
70 The Terrace
Wellington
Post: PO Box 10-845,
Wellington, 6143
Telephone number: 04 499 7612
Email address: info@iombudsman.org