Make a complaint
We aim to always treat our customers fairly and to avoid disputes.
Whilst we prefer that complaints and disputes don’t happen, when they do, these are our steps to resolve them as quickly as possible.
Firstly; talk to us
Call us on 0800 22 22 23 and talk to us. Our customer service team can resolve most issues straight away. If they can’t help you immediately they’ll typically seek the advice of a manager and be able to get back to you within one working day.
Secondly; put it in writing
If you’re unhappy with the outcome, put your complaint in writing to us with as many facts as possible. You can email or post your complaint.
PO Box 1471
We’ll acknowledge receipt of your complaint within 1 working day of receipt.
Be assured, we take all complaints seriously. We’ll thoroughly investigate the matter and advise you of the outcome, if possible, within 5 working days.
Thirdly; take it further with the IFSO
If you’re still unhappy and we’re unable to agree on the outcome with you, we’ll provide you with a letter which will enable you to take up the matter with our external dispute resolution provider, the IFSO (Insurance & Financial Services Ombudsman Scheme). The IFSO is a free service available to consumers. To confirm how the IFSO can assist you, visit their website at www.ifso.nz.