We value your feedback and hope that you never have a reason to make a complaint. However we know that sometimes things may not go right. Our aim is to resolve all issues in a timely manner. All complaints are acknowledged within five working days and you will be kept informed of progress throughout the process. If our Customer Services team are unable to resolve the complaint, it will be referred to one of our Team Managers and then to the Internal Disputes Resolution team who are supervised by our Complaints Manager.
If we cannot resolve the complaint to your satisfaction, you may contact Financial Services Complaints Limited (FSCL), an independent Financial Ombudsman service approved by the Minister for Consumer Affairs. You will not be charged for this service.
You can contact FSCL by:
You can also report information about us to the Commerce Commission using the details below:
0800 943 600