If you are not satisfied with our service or financial advice, please tell us as soon as possible.
Call: 027 211 9557
Write to: PO Box 29521, Riccarton, Christchurch, 8440.
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 2 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 Services Complaints Ltd (FSCL). FSCL 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 FSCL:
You can contact the FSCL Scheme at:
Freephone: 0800 347 257
Fax: +64 4 472 3728
Write to: PO Box 5967, Wellington 6145