COMPLAINTS RESOLUTION – What should you do if something goes wrong?
If you have a problem, concern, or complaint, please tell us promptly so that we can try to fix the problem. You may contact our internal complaints manager by emailing email@example.com and detailing the nature of your complaint.
We will acknowledge your complaint within 5 working days and will keep you informed of the progress. We have 40 days to respond to your complaint.
If we cannot agree on how to fix the issue you can contact Financial Services Complaints Limited (FSCL). This is an independent service and will cost you nothing. Their details are as follows:
Financial Services Complaints Limited
Postal: PO Box 5867, Lambton Quay, Wellington 6145
Physical: 13th Floor, 45 Johnston Street, Wellington
Phone: 0800 347 257