Service or Process Complaints about the ISO Scheme

 

If you are dissatisfied with any aspect of our service, or our process, we want you to tell us. This will help us identify any problems, so we can try to resolve them. However, this process is not aimed at reviewing your financial services complaint. If that is what you want to do, see Making a Complaint.

How to make a complaint about our service or our process

The ISO Scheme is committed to the resolution of complaints generally. That is why we have set up an internal complaints process to deal with complaints about our service or our process.

We will need certain information, including details of your complaint about our service or our process and what you would like to happen. All the initial questions we need you to answer are on the ISO Scheme Complaint Form. If you make a complaint about our service or our process by telephone, we will ask you the questions, but we might need more information when we investigate your complaint.

Complaints can be made

  1. By telephone:
    • We encourage you to contact the Case Manager who dealt with your financial service complaint, who will record your concern as a formal complaint and may be able to assist you immediately; or
    • You can contact the ISO on 0800 888 202
  2. By letter:
    • Using the ISO Scheme Complaint Form, send the details of your complaint about our service or our process (and any supporting documentation) to:

      The Insurance & Savings Ombudsman
      P O Box 10 845
      WELLINGTON

  3. By email:
  4. By fax:
    • Using the ISO Scheme Complaint Form, fax the details of your complaint about our service or our process (and any supporting documentation) to:

      The Insurance & Savings Ombudsman
      Fax: (04) 499 7614

Resolving your complaint about the ISO Scheme

Every issue raised with a Case Manager, as part of a complaint about our service or our process, will be addressed as quickly as possible by the ISO. If an issue cannot be resolved immediately, you will be contacted within 7 days and the ongoing process will be explained to you. We aim to resolve all issues within the following time frames:

  1. Simple complaints should be resolved within 7 days.
  2. Issues requiring specialist advice, or further investigation, should be resolved within 28 days from the time your complaint is formally made to us.
  3. If more time is required to resolve or investigate your complaint, you will be advised in writing.

How to get feedback on the progress of your complaint

If you want to get feedback on how your complaint is progressing, please contact the ISO.

If we are unable to resolve your complaint to your satisfaction, the ISO will discuss other options with you.