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Internal Complaints Process

 

If you have a problem, concern or complaint about any part of our advice or service, please tell us so that we can try to fix the problem.

Our internal complaints manager is Penny who can be reached via email at complaints@ellisross.co.nz or 0800 33 22 34.  Penny will reply to you within 24 hours.

The internal complaints process is:

We will review the complaint and discuss with you how we will resolve this and obtain any additional information if required.

We aim to resolve complaints in a timely manner and will indicate to you the time this complaint may take to resolve.

We will communicate with you in the method you prefer - phone, email or written.

If we cannot resolve this complaint in a manner that is acceptable then you can contact our free independent resolution service (see below).

External Complaints Process

If we cannot agree on how to fix the issue, or if you decide not to use the internal complaints process, you can contact our external disputes resolution service - The Insurance and Financial Services Ombudsman Scheme.  This service will cost you nothing and will help us to resolve any disagreements.

You can contact The Insurance & Financial Services Ombudsman Scheme at:

PO Box 10-845, Wellington 6143

Phone: 0800 888 202

Email: info@ifso.co.nz