Complaints Policy

We pride ourselves on providing outstanding customer service and continuously evolving to meet your changing needs. However, if you feel we have fallen short of our high standards we would like to know.

If you have a problem understanding something we have done, or if you want to make a complaint please contact us as soon as possible so we can address the problem.

All complaints are important, and we review all complaints regularly to establish where there are opportunities to make your experience that much better in the future.

Your first call is to talk to your broker directly or to contact the manager. You will find contact details here.

If you are still not 100% satisfied, please contact our Feedback and Complaints Committee. They will take up your concerns.

When a complaint is made, we will:

• However, you choose to contact us we will acknowledge your complaint and you will receive our Internal Complaints process within 2 working days.
• We will Contact you for more information.
• We will approach all complaints with an open mind, listen and treat each complainant as an individual and with courtesy and respect.
• We will try to resolve your complaint quickly.
• You will receive a written decision, remedies, and resolution as soon as practicable.

What to do if you are not satisfied after making a Complaint

If you feel your complaint is not resolved to your satisfaction using the Internal Complaints process, or you are unsatisfied with the response or resolution, you can contact Financial Services Complaints Ltd (FSCL) is a dispute resolution scheme who we are a member of. This service will cost you nothing and is 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 https://fscl.org.nz/make-a-complaint/

You can contact FSCL at:

Postal Address: P.O. Box 5967, Wellington 6145

Email: info@fscl.org.nz

Telephone: 0800 347 257

Website: https://fscl.org.nz/