Complaints Handling and Dispute Resolution

If you are not satisfied with our financial advice service you can make a complaint by emailing, or by calling the following numbers:

Insurance4U on 03 307 9121 or Paul on 021 719 121.

You can also write to us at:
C/o Complaints
PO Box 385
Ashburton 7740

How we will handle your complaint:

When we receive a complaint, we will consider it following our internal complaints process:

• We will consider your complaint and let you know how we intend to resolve it. We may need to contact you to get further information about your complaint.
• We aim to resolve complaints within 10 working days of receiving them. If we can’t, we will contact you within that time to let you know we need more time to consider your complaint.
• We will contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so. If we can’t resolve your complaint, or you aren’t satisfied with the way we propose to do so, you can contact FSCL (Financial Services Complaints Scheme)

Financial Services Complaints Scheme provides a free, independent dispute resolution service that may help investigate or resolve your complaint, if we haven’t been able to resolve your complaint to your satisfaction.

You can contact Financial Services Complaints Scheme by emailing, or by calling: 0800 347 257. You can also write to them at: PO Box 5967, Wellington 6140.