Procedures for making a complaint
This process is designed with an aim to enhance customer satisfaction by handling complaints fairly, efficiently and effectively.
When your complaint is received, we will respond to you within three working days. The email will include a reference number, which will be used as a reference for all future communications in relation to your complaint.
Our complaint handling representative will be in contact with you within the next three working days to discuss the details of your complaint and advise you on our next course of action. The complaint handling representative will then investigate all the relevant circumstances and information provided by you.
Standard time frame
Our standard time frame to resolve a complaint is three working days; however, depending on the nature of the complaint, a longer time frame may be required.
When there is an outcome on your complaint, a decision notice will be sent to you. The decision notice will include a summary of our findings regarding your complaint, together with a resolution. Please confirm with us whether you are satisfied with the solution offered within five working days, from the date of the decision notice so that any necessary action can be taken.
In the event that you are not satisfied with the solution offered and an agreement cannot be met, the complaint will then reach deadlock and you will be issued a deadlock notice. The deadlock notice includes a deadlock reference number, which you may use as a reference for any future communications.
What happens when a complaint reaches deadlock?
In the event that we are unable to reach an agreement, we are a member of Financial Services Complaints Limited (FSCL). You may contact FSCL within 40 days from the date of the deadlock notice, if you wish to pursue matters further. If you wish to learn more about the service that FSCL provides,
please visit www.fscl.org.nz.