Complaints Process

We’re committed to delivering services that meet your expectations, but we are also prepared for when sometimes things don’t go to plan. If we have let you down, we want to hear about it.

Step 1

You can let us know about your concern in any of the following ways. A quick chat, email, or meeting with one of our staff is often enough to sort out your concern. Alternatively, you could fill in our complaint form and our representative will contact you within five working days.

Step 2

If we cannot reach a resolution together, you will be referred to our complaints manager who will investigate and aim to resolve your complaint within twenty working days.

Step 3

After working with our complaints manager, if we have been unable to make it right, we will escalate your complaint to Financial Services Complaints Limited (FSCL) who are our free and independent dispute resolution provider.

Complaints referred to Financial Services Complaints Limited (FSCL)

Company: Financial Services Complaints Limited
Address: PO Box 5967, Wellington 6140
Phone: 0800 347 257
Email: complaints@fscl.org.nz