Complaints Handling Process

 

We are always looking for ways to improve our service to you. If something has gone wrong, we want to hear about it and work with you to resolve the matter.

Please email us at [email protected], outlining what has happened and how you believe the issue could be resolved. If you have any documents or correspondence that may assist us in understanding your complaint, please attach them to your email.

Upon receipt of your complaint, we will:

  • acknowledge your complaint within two working days
  • gather and assess all relevant information
  • provide a response within 20 working days

 

External Dispute Resolution

If we are unable to resolve your complaint to your satisfaction, you may contact Financial Services Complaints Limited – A Financial Ombudsman Service (FSCL).

FSCL is an independent, not-for-profit external dispute resolution scheme approved by the Minister of Consumer Affairs. Their role is to investigate complaints and facilitate fair and independent resolution. FSCL’s services are provided free of charge to you.

 

FSCL contact details:

  • Website:  www.fscl.org.nz
  • Phone: 0800 347 257
  • Email: [email protected]
  • Post: FSCL, PO Box 5967, Wellington 6140