Complaints Process
Step 1: Contact Us
The first step is to discuss your complaint with your broker Heritage Risk Advisory.
They are best placed to resolve the issue as they understand your situation.
Step 2: Internal Review
If your complaint is not resolved at the end of Step 1, you can call, email, or arrange to see Lucy Laxon or complete a Complaint / Feedback Form, which details your concerns.
Lucy Laxon will look into your complaint and give you a written response.
Step 3: External Resolution
If at the end of Step 2, your complaint is not resolved, you can refer your complaint to the Insurance & Financial Services Ombudsman Scheme.
This is a free, independent dispute resolution scheme which will consider your complaint and, either reach an agreed outcome, or make a decision.
Contact details:
Insurance & Financial Services Ombudsman Scheme
Email: info@ifso.nz
Website: www.ifso.nz
Freephone: 0800 888 202
P O Box 10-845 Wellington 6143, New Zealand