Complaints Handling and Disputes Resolution

If you are not satisfied with our financial advice service you can make a complaint by e-mailing [email protected], or by calling 0800 894 688.

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 receipt. If we are unable to do so, 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 are unable to resolve your complaint, or you are not satisfied with the way we propose to do so, you can contact the Insurance & Financial Services Ombudsman (www.ifso.nz).

The Insurance & Financial Services Ombudsman provides a free, 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.

Details for contacting the IFSO can be found at www.ifso.nz/contact-us.