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Making a complaint

At NZBritannia, we aim to deliver a great service for our clients but we understand sometimes things may not go as expected.

If you’re unhappy with any aspect of our service, we want to hear from you. Your feedback is important, and we will endeavour to resolve your concerns promptly, firstly internally and if we can’t do that then an external ombudsman is available.

Internal complaint process

Step 1: Let’s sort it out

Discuss your complaint with the person you’ve been dealing with and we’ll try to resolve it to your satisfaction.

Step 2: Review

If we are not able to resolve your complaint immediately, we will acknowledge your complaint within two business days.

At this stage, you will receive an acknowledgement of your complaint. We may also request further information so we can investigate and resolve this matter quickly and efficiently.

The Risk & Compliance Manager will look into your complaint then respond to you in writing.

External complaint process

Step 3: We are participants of the Insurance & Financial Services Ombudsman Scheme

If at the end of Step 2, we cannot agree on how to resolve the issue, we will advise you, in writing, that we have reached the end of our internal complaints process by notifying you of “deadlock”. You can then contact our external disputes resolution scheme, the Insurance & Financial Services Ombudsman (“IFSO Scheme”).

The IFSO Scheme provides a free and independent dispute resolution service that may help to investigate or resolve your complaint. If you wish to complain to the IFSO Scheme, you must do so within 3 months of the date of being notified of “deadlock”. Complaints made to the IFSO Scheme after 3 months are usually not able to be accepted.

Contact details:
‍Insurance & Financial Services Ombudsman Scheme
Email: info@ifso.nz
Website: ifso.nz
Freephone: 0800 888 202
PO Box 10-845, Wellington 6143, New Zealand