Complaints
As our valued customer or business partner, your thoughts and views are very important to us. Whether the service or products you receive from us is good or bad, we’d like hear from you.
To give us your feedback, submit your message on our Contact Us page or call us on 0800 88 44 66.
Complaints process
Our staff will always do their very best to get things right and provide you with the service and support you expect from us. However, sometimes things do go wrong, and if they do, please let us know as soon as you can. Our complaints process is outlined below:
Step 1 – Please discuss your problem with us and we will try to resolve it.
Step 2 – If you are unhappy with the response from Step 1, please complete the Complaint form detailing your concerns. We will acknowledge receipt of your complaint, investigate the matter and inform you of the outcome.
Step 3 – If you are still not satisfied with the outcome of our internal complaints process, we will issue a Letter of Deadlock so that you can refer your complaint to the Insurance & Financial Services Ombudsman (IFSO) Scheme Inc. We are a participant of the IFSO scheme which is a free, independent and external dispute resolution scheme. You can contact IFSO by phoning 0800 888 202 or (04) 499 7612 or by writing to PO Box 10845, Wellington 6143. You’ll find additional information on their website.
Complaint Form
Please fill out the Complaint form below and one of our team will be in touch with you as soon as possible.