Compliments and complaints


We love receiving compliments! Please email us or submit a message via our contact form.  


If you feel we have failed you in any way, rest assured our people will be committed to resolving the issue quickly. To make a complaint or if you have a problem understanding something we’ve done, please let us know so we can address the issue. 

1. Email us at or contact our team on 0800 427 334 to discuss your complaint.

If our team was not able to resolve your matter, your complaint will be referred to our Issues Resolution team who will respond within two business days. We are committed to ensuring your complaint is investigated and handled fairly.  We will keep you updated with progress if it’s something we can’t resolve for you immediately.

2. If you feel we have not addressed your complaint fully, your next step is with the Financial Services Complaints Limited (FSCL), which is the external dispute resolution scheme. FSCL’s service is free to use. Please note, if you have not already tried to resolve your complaint directly with us first, the FSCL will direct your complaint back to us. 

Phone: 0800 347 257
Post: Financial Services Complaints Ltd
PO Box 5967
Lambton Quay
Wellington 6145