Making a complaint

We recognise strong business partnerships are based on great relationships so it’s important we resolve any issues or complaints that may arise quickly and effectively.

If you are unhappy with any aspect of our service or your experience with us, please let us know so we can understand your concern and do our best to put things right.

Your adviser or broker is your key contact for anything to do with your insurances or our services. You’ll find a list of all of our advisers and brokers and their contact details here.

If your concern cannot be resolved by your adviser or broker, you can raise your complaint using our internal complaints process. We are also members of an external, independent dispute resolution service.

You will find more information about our dispute resolution process and making a complaint below.

You have the right to:

• Be treated with courtesy, respect and fairness at all times.
• Have access to information about our services, your client records (if applicable) and any feedback you have provided.
• Receive clear and timely communications from us that comply with the law.
• Provide feedback or raise a complaint if you are unhappy in any way.
• Seek independent advice or assistance if you are not satisfied with our resolution of your comp

We value the opportunity to make things right if you are unhappy with any aspect of our service or the insurance products we place on your behalf.

Please get in touch as soon as possible if you have any issues or concerns about your experience with us. Simply email or call us, or complete the web form below.

Once you’ve told us about your concern we will investigate it and discuss a resolution with you.

Our aim is to get your issue fully resolved within 20 working days. If we can’t resolve it straight away, or if the issue is of a very complex nature, we will give you an idea of how long it will take us to investigate the issue. We’ll also let you know who will be managing your complaint.

If you have raised a complaint with us and we have been unable to come to an agreement on how to resolve your complaint, or it’s taken longer than six weeks to resolve, you can consult Financial Services Complaints Limited (FSCL) – A Financial Ombudsman Service. FSCL is our independent external ombudsman and dispute resolution service that has been approved by the Minister of Consumer Affairs under the Financial Service Providers (Registration and Dispute Resolution) Act 2008. FSCL’s service is free of charge to you.

Here are FSCL’s contact details.

In addition to Financial Services Complaints Limited, you can also seek independent advice or assistance from:

• The Citizens Advice Bureau
• The Commerce Commission (for fair trading issues)
• The Disputes Tribunal
• The Ministry of Consumer Affairs
• The Office of the Privacy Commissioner (for privacy issues)
• Your Community Law Centre