How Your Complaint Will be Handled
We will attempt to resolve any issue of dissatisfaction with you immediately.
We will send you an acknowledgement of your complaint within five working days of your complaint being notified to us.
This letter or email will provide you with our timeline to respond to you and the name of the person who will be managing our response.
We will investigate the circumstances and contact you to try to resolve the complaint to your satisfaction.
It is important that you provide us with all relevant information.
We will provide you with a written update within twenty working days of receiving your complaint. If we are unable to provide a full response to you at that point, our letter will explain why we are not yet in a position to do so and tell you when we will next contact you.
Thirty working days after the receipt of your complaint we will issue a final resolution. If we need to continue our review past this point, we will explain to you the reason for the delay and the required timeframe to provide a full response. At this point, if you feel that the delay is unsatisfactory, you can redirect your complaint to our external dispute resolution service provider detailed below.
If we are unable to resolve your complaint
We expect that our response to you will have addressed the concerns you have raised. If you feel that your concerns have not been appropriately considered, we invite you to submit any further information for consideration.
If we are unable to resolve your complaint despite our best efforts, you can contact our external dispute resolution scheme, who provides a free and independent dispute resolution service.
The contact details for our external dispute resolution service provider are:
Dispute resolution
If we are unable to resolve your complaint within thirty working days to your satisfaction, you may contact Financial Services Complaints Limited.
This is a free independent dispute resolution service, who may help investigate or resolve your complaint.
Financial Services Complaints Limited
PO Box 5967
Lambton Quay
Wellington 6145
0800 347257
