We are always looking for ways to improve our service to you. If something has gone wrong,  we want to know.  Please send an email to and tell us what has happened and how we can  resolve matters. If you have any documents or correspondence that will help us understand  your complaint, please attach them to the email. 

When we receive your complaint, we will:

  • acknowledge your complaint within 1-2 working days
  • gather and evaluate information about your complaint
  • respond to you within 20 working days. 

If we cannot agree on how to resolve the complaint, you can contact Financial Services  Complaints Limited (FSCL). FSCL are an independent, not-for-profit, external dispute  resolution scheme approved by the Minister of Consumer Affairs. 

FSCL’s service does not cost you anything and they will help resolve the complaint.  You can contact FSCL: 

  1. by calling 0800 347 257
  2. by emailing
  3. through FSCL’s website:
  4. by writing to: FSCL , PO Box 5967 WELLINGTON 6011