Complaint handling process
How we listen and respond to your feedback
When you have a complaint, we listen. Our four-step process for handling complaints is in place to make sure we address your concerns efficiently and fairly.
How it works
Our four-step complaints handling process
Submit a complaint
Gather any supporting information and submit your feedback to us via our online form, outlining your complaint in as much detail as you can, including dates and times.
Internal review
We'll acknowledge your complaint and let you know the name and phone number of the person who will be handling your submission and when you should hear from them next.
Resolution process
Where possible we’ll do what we can to fix your problem. We want to make sure it doesn't occur again for you or anyone else, and we'll let you know once we have a resolution.
External complaint resolution support
If you're unhappy with the resolution of your complaint, you can lodge a dispute through Financial Services Complaints Ltd (FSCL) - A Financial Ombudsman Service. FSCL is our independent external ombudsman and dispute resolution service. FSCL's service is free of charge to you.
Financial Services Complaints Limited (FSCL)
Phone: 0800 347 257 (free call) | Website: www.fscl.org.nz | Email: complaints@fscl.org.nz
Postal Address: Financial Services Complaints Limited, PO Box 5967, Wellington, 6140.