If you have a problem, concern, or complaint about any part of our service, please contact us so that we can try to fix the problem.
You may contact our internal complaints scheme by:
We aim to acknowledge and resolve all complaints in a timely manner. If we cannot resolve your complaint immediately, we will advise you of this and endeavour to keep you informed of progress throughout the process. All complaints are received by our Customer Service Representatives who will endeavour to resolve your complaint in the first instance or, if this is not possible, refer your complaint to our Complaints Officer.
If we cannot agree on how to fix the issue, you can contact Financial Dispute Resolution Services (“FDRS”), an external dispute resolution scheme approved by the Minister for Consumer Affairs under the Financial Service Providers (Registration and Dispute Resolution) Act 2008. This service will cost you nothing, and will help us resolve any disagreements.
You can contact FDRS by:
You can also report information about us to the Commerce Commission using the details below:
Email: [email protected]
Telephone: 0800 943 600