If you're not happy, tell us
We want to know if you are not satisfied with our advice, our service or the way a claim has been handled, so we can put it right. A complaint costs you nothing, it will never affect how we treat you, and it helps us do better. This page explains how to complain, what we will do, and where to go if we can't sort it out between us.
How to complain
Use whichever way suits you. All of them reach the same person and get the same process.
- Use the form below, which gives you a reference number straight away and a written confirmation by email.
- Email [email protected].
- Phone 07 868 7301 and ask for the complaints officer.
- Write to our complaints officer, John Lister, at CIS Brokers Limited, 452 Pollen Street, Thames 3500, or call into either office.
It helps if you tell us your name and contact details, the policy or claim it relates to, who you dealt with, what happened and when, and what you would like us to do about it. If you'd rather someone else speaks for you, a family member, friend or adviser, just let us know and we'll deal with them.
What we will do
- Record it. Every complaint goes in our complaints register with a reference number, as our financial advice licence requires.
- Acknowledge it within five working days. Our complaints officer will contact you to confirm we have it, check we've understood it, and tell you how we'll look into it.
- Investigate it properly. We'll review the file, talk to the people involved and, where an insurer is involved, take it up with them on your behalf.
- Keep you informed. If it is taking longer than expected, we'll tell you why and when to expect our answer.
- Respond within 30 working days. You'll get our decision in writing, with reasons, and what we propose to do to put things right.
If the complaint is about our complaints officer personally, one of the directors will handle it instead.
If you're still not satisfied
If you don't accept our response, or we haven't resolved your complaint within 40 working days, you can take it to Financial Services Complaints Limited (FSCL), the independent dispute resolution scheme we belong to. It is free, it is approved by the Government, and its decisions are binding on us but not on you.
- Website: fscl.org.nz
- Phone: 0800 347 257
- Email: [email protected]
- Post: Financial Services Complaints Limited, PO Box 5967, Wellington 6140
- Our FSCL membership number is 8094.
Complaints about an insurer's decision, rather than about us, can also go to the insurer's own complaints process and then to its dispute resolution scheme; we'll help you with that and tell you which scheme applies. Privacy complaints can also go to the Office of the Privacy Commissioner.
Lodge a formal complaint
This creates a formal record of your complaint on our register and starts the timeframes above. You'll get a reference number straight away, and a written confirmation by email if you give us an address.