Internal Complaints Process
We welcome the opportunity to receive your feedback and to have the opportunity to put things right, and where necessary, to review our processes and improve our service to our clients.
If you are not satisfied with the service you have received from us, you should contact us.
We have an internal complaints process and undertake to investigate your concerns promptly and fairly.
How to make a Complaint
You can contact us to make a complaint by email, telephone, or in writing by post.
Postal Address: P.O. Box 124, Tauranga, 3140
Telephone: 0800 229 252
If a complaint is received by us, we will approach all complaints with an open mind, listen and treat each complainant as an individual and with courtesy and respect. We will promptly acknowledge the complaint at the earliest possible opportunity and make every attempt to resolve your complaint in a timely manner, with staff escalating as necessary to Senior Management or our Complaints Manager.
Where a complaint is unable to be resolved quickly, we will undertake the following steps:
- We will acknowledge your complaint in writing
- We will seek to fully understand your complaint
- We will explain the next steps and timeframes in considering your complaint
- Once we have gathered all the relevant information and evidence surrounding the circumstances of your complaint, we will assess it
- Once we have considered and assessed your complaint, we will respond to you with our decision
You will receive a written decision, remedies and resolution as soon as practicable after we have decided the outcome.
What to do if you are not satisfied after making a Complaint
If you feel your complaint is not resolved to your satisfaction using our complaints process, or you are unsatisfied with the response or resolution, you can contact Financial Services Complaints Ltd (FSCL). FSCL is a dispute resolution scheme of which we are a member. This service will cost you nothing and is an independent service that will help investigate or resolve the complaint. You can click on this link to find out how to make a complaint to Financial Services Complaints Limited http://www.fscl.org.nz/complaints/how-make-complaint
Financial Services Complaints Ltd
Postal: PO Box 5967, Lambton Quay, Wellington 6145
Phone: 0800 347 257
Fax: 04 472 3727