Financial complaints

Our privacy statement

Once we receive your complaint, we will:  

• Acknowledge your complaint within two working days   
• Gather and evaluate information about your complaint   
• Respond to you within 20 working days.   

If we cannot resolve your complaint to your satisfaction, you can contact Financial Services Complaints Limited – A Financial Ombudsman Service (FSCL). They are an independent, not-for-profit, external dispute resolution service approved by the Minister of Consumer Affairs.   

FSCL’s role is to investigate and fairly resolve complaints. Their service is free (it does not cost you anything).   

FSCL’s contact details are:  

Website: fscl.org.nz 

Phone: 0800 347 257   

Email: complaints@fscl.org.nz  

Address: FSCL, PO Box 5967, Wellington 6140.   

Please note, if you are asking for information, this will be treated as an official information requested as per the Local Government Official Information and Meetings Act 1987 and may be managed differently from our process to resolve complaints.