Complaints handling and dispute resolution
If you are not satisfied with our service or financial advice, please tell us as soon as possible.
Call: 0800 758 8440
Write to: 177 Courtenay Street, New Plymouth, 4310
When we receive a complaint:
- We will consider your complaint and let you know how we intend to resolve it. Where possible, we try to resolve your complaint immediately.
- If we are unable to resolve your complaint immediately, we will acknowledge your complaint within two business days. We may contact you to get further information about your complaint.
- We aim to resolve complaints within 10 working days of receiving them. If we need more time to investigate your complaint, we will let you know when you can expect to receive a response to your complaint.
- We will contact you by phone, email or letter to let you know whether we can resolve your complaint and how we propose to do so.
If we cannot agree on how to fix the issue, or if you decide not to use our internal complaints process, you can contact our external disputes resolution scheme, Financial Dispute Resolution Scheme (FDRS). FDRS provides a free and independent dispute resolution service that may help to resolve your complaint if we haven’t been able to do so to your satisfaction.
To contact FDRS
Call: 0508 337 337
Write to: Freepost, PO Box 2272, Wellington, New Zealand 6140