Complaints and how we resolve them

Complaints and how we resolve them

We are always looking for ways to improve our service to you. If something has gone wrong, we want to know about it straight away.

Please send an email to and tell us what has happened and how we can resolve the matter.  Please put ‘complaint’ and your ‘contract number or registration number’ in the subject line.  If you have any documents or correspondence that will help us understand your complaint, please attach them to the email. Alternatively, you can call us on (03) 341-5075.

When we receive your complaint, we will:

  • acknowledge your complaint in writing within 2 working days
  • gather and evaluate information about your complaint
  • respond to you within 20 working days.

If we cannot agree on how to resolve the complaint, you can contact Financial Services Complaints Limited (FSCL).  FSCL are an independent, not-for-profit, external dispute resolution scheme approved by the Minister of Consumer Affairs.

FSCL’s service does not cost you anything and they will help resolve the complaint.  You can contact FSCL by either calling 0800 347 257, emailing, through FSCL’s website: or writing to: FSCL PO Box 5967, Wellington 6011

Please note that you must try and resolve your complaint directly with us in the first instance.  FSCL’s process is to refer any complaint to our Internal Complaints Process for a resolution.  They will only investigate further if we cannot agree on a suitable outcome.