Complaints Process

As a valued customer, you have the right to expect quality service and support at all times. It's something we're committed to, and take pride in delivering.

If you think we've made a mistake or provided a service that doesn't meet your expectations, please let us know. That way, we can put things right and identify what we can do better

Please take following steps to resolve an issue:

  • Call us on 0800 44 44 11 and talk to a friendly support person. We are available Monday to Friday from 9am to 5pm (no weekends). If a solution cannot be found, please ask to speak with a Manager. Manager will make sure your complaint is investigated promptly

  • If you feel that the staff you dealt with haven't resolved your complaint, please document your complaint and send us on

  • If even this does not address your complaint fully, your next step is Financial Services Complaints Ltd (FSCL), the external dispute resolution scheme for our industry. This independent body is approved by the Ministry of Consumer Affairs. Complaints to FSCL need to meet certain criteria. Please refer to FSCL website

Our complaint resolution team will act on it swiftly and resolve your claim as quickly and fairly as possible. We will be in regular contact with you until your complaint is resolved..