Complaints & Dispute Resolution
Your satisfaction is important to us and we aim to provide you with the highest level of service at all times. If you have a problem, concern or complaint about any part of our service or conduct please let us know as soon as possible so we can address your concerns.
We take the concerns of our customers very seriously and have a detailed complaint handling and dispute resolution procedure.
Our complaints and dispute procedures are as follows:
Stage 1 – Talk to Your Risk Advisor
Please talk to your advisor. Advise them of your concerns and allow them an opportunity to address your concerns.
Stage 2 – Internal Complaint Handling Procedure
If you are dissatisfied with your advisor’s response or prefer to speak to our complaint’s manager; please contact us via:
The Complaints Officer
Affiliated Insurance Brokers Limited / Affiliated Insurance Brokers (Waikato) Limited
P O Box 22-221
Khandallah
Wellington 6441
Office: 04 479 8451
Email: info@affiliated.nz
We will acknowledge receipt of your complaint within 1 working day and provide you with a written update within 10 working days of receiving your complaint. If we are unable to provide a full response to you at that point, our letter will explain why we are not yet in a position to do so and tell you when we will next contact you.
Stage 3 – External Dispute Resolution
Affiliated Insurance Brokers Limited and Affiliated Insurance Brokers (Waikato) Limited are members of an independent external dispute resolution scheme operated by Financial Services Complaints Limited (FSCL) and approved by the Ministry of Commerce & Consumer Affairs. If you are dissatisfied with our dispute determination or we are unable to resolve your complaint or dispute to your satisfaction within two months you may contact FSCL. There is no cost for you to access FSCL services:
Financial Services Complaints Limited
P O Box 5967
Lambton Quay
Wellington 6140
Office: 0800 347 257
Email: info@fscl.org.nz
Web: www.fscl.org.nz
Please note that if you would like to refer your complaint or dispute to FSCL you must do so within two months of the date of our internal dispute determination.
We take the concerns of our customers very seriously and have a detailed complaint handling and dispute resolution procedure.
Our complaints and dispute procedures are as follows:
Stage 1 – Talk to Your Risk Advisor
Please talk to your advisor. Advise them of your concerns and allow them an opportunity to address your concerns.
Stage 2 – Internal Complaint Handling Procedure
If you are dissatisfied with your advisor’s response or prefer to speak to our complaint’s manager; please contact us via:
The Complaints Officer
Affiliated Insurance Brokers Limited / Affiliated Insurance Brokers (Waikato) Limited
P O Box 22-221
Khandallah
Wellington 6441
Office: 04 479 8451
Email: info@affiliated.nz
We will acknowledge receipt of your complaint within 1 working day and provide you with a written update within 10 working days of receiving your complaint. If we are unable to provide a full response to you at that point, our letter will explain why we are not yet in a position to do so and tell you when we will next contact you.
Stage 3 – External Dispute Resolution
Affiliated Insurance Brokers Limited and Affiliated Insurance Brokers (Waikato) Limited are members of an independent external dispute resolution scheme operated by Financial Services Complaints Limited (FSCL) and approved by the Ministry of Commerce & Consumer Affairs. If you are dissatisfied with our dispute determination or we are unable to resolve your complaint or dispute to your satisfaction within two months you may contact FSCL. There is no cost for you to access FSCL services:
Financial Services Complaints Limited
P O Box 5967
Lambton Quay
Wellington 6140
Office: 0800 347 257
Email: info@fscl.org.nz
Web: www.fscl.org.nz
Please note that if you would like to refer your complaint or dispute to FSCL you must do so within two months of the date of our internal dispute determination.
