We are committed to providing high‑quality service and always treating customers fairly. If you are dissatisfied with our products, services, staff, or the way a complaint has been handled, you may make a complaint free of charge, and we will work to resolve it as quickly as possible.

What is a complaint?

A complaint is an expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

How to make a complaint

You can lodge a complaint using any of the following methods:

If you need help lodging a complaint, please contact us on +64 9 488 8777

How we handle complaints

We will:

As a business standard we aim to issue a final response within five business days of receipt of a complaint. Where this is not possible, we will acknowledge the complaint within five business days, to confirm the complaint is being investigated.

In the event a final response cannot be issued within four weeks, we will write to you advising on the progress of the investigation. If we cannot respond within eight weeks, we will write to you explaining why we are still unable to issue a final response and when we expect to reply.

External dispute resolution

Our objective is to resolve your complaint to your satisfaction.

However, if you feel we have not been able to resolve your complaint to your satisfaction, you can contact the Financial Services Complaints Limited (FSCL), a Financial Ombudsman Service. FSCL is an independent external ombudsman and dispute resolution scheme approved by the Minister of Consumer Affairs. FSCL’s service is free of charge to you.

You can contact FSCL by: