Complaints Process

How to make a complaint

We have received your complaint and will be considering it following our internal complaints process:

  • We will consider your complaint and let you know how we intend to resolve it. We may need to contact you to get further information about your complaint.
  • We aim to resolve complaints within 5 working days from receiving them. If we can’t, we will contact you within that time to let you know we need more time to consider your complaint.
  • We will contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so.

If we can’t resolve your complaint, or you aren’t satisfied with the way we propose to do so, you can contact Financial Dispute Resolution Service.

Dispute resolution process

If our internal complaints process does not resolve your complaint to your satisfaction, you can contact our external independent dispute resolution scheme. This service is free and may help investigate or resolve the complaint.

We are a member of the Financial Dispute Resolution Service approved dispute resolution scheme. You can contact the Financial Dispute Resolution Service at:

           Financial Dispute Resolution Service

           Level 4, 142 Lambton Quay

           Wellington 6011

           Telephone: 0508 337 337 (freephone if within New Zealand) or +64 4 910 9952 (if calling outside New Zealand)

           Postal: P O Box  2272, Wellington 6140

           Email: [email protected]

           Website: http://www.fdrs.org.nz