How we’ll manage your complaint

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 you wish to lodge a complaint, please contact us by email to or phone 0800 119 100 or +64 9 580 7399.


If we cannot resolve the complaint to your satisfaction, you may contact Financial Services Complaints Limited (FSCL), an external, independent scheme provider approved by the Minister for Consumer Affairs. You will not be charged for this service. Otherwise, you may lodge a formal complaint with the Financial Markets Authority (FMA).


FMA: Telephone: 0800 434 566 Address: Financial Markets Authority, PO Box 1179, Wellington 6140.


FSCL: Telephone: 0800 347 257 or 04 472 FSCL (04 472 3725) Email: Address: Financial Services Complaints Limited, PO Box 5967, Lambton Quay, Wellington 6145.


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