Complaints & Duties Process

If you are not fully satisfied with our services, please contact your financial adviser or Bonded NZ Ltd, who will try to resolve your complaint to your satisfaction. 

If a satisfactory resolution is not able to be achieved, your financial adviser or Bonded NZ Ltd will refer your complaint to IANZ.  IANZ ’s complaints officer will formally acknowledge your complaint in writing and will endeavour to resolve your complaint fairly and within a timely manner.

If you are unable to resolve your complaint with IANZ, you may refer it to Financial Services Complaints Limited (FSCL), of which IANZ and Bonded NZ Ltd are members.  FSCL is an approved independent dispute resolution scheme which handles complaints against financial service providers, including insurance brokers.  FSCL is free to consumers and its decisions are binding on us (but not on you).  Further information about FSCL is available from IANZ and/or from www.fscl.org.nz .  You may contact FSCL directly on 0800 347 257.

Please click here for more details on IANZ’s complaints handling process.