Complaints & Feedback

If you feel we have let you down in some way or you’d like to share your appreciation of the service you have experienced, please get in touch:

Call us: 0800 371 471

Email us: [email protected]

Write to us:

Public Trust Customer Feedback
Private Bag 5902
Wellington 6140

If you have any documents or correspondence that will help us understand your complaint, please attach them to your email or letter.

What happens next?

We take your feedback seriously. If something wasn’t as good as it should have been, we’d like to put things right. We promise to:

• promptly acknowledge that we have received your feedback or concern

• work with you to address your complaint as quickly as possible

• aim to resolve your complaint within 10 working days.

If you are not satisfied with the outcome, you have the option to escalate the matter to our senior management team for further review. If we cannot resolve your complaint to your satisfaction, you can contact the Financial Services Complaints Limited (FSCL) – a Financial Ombudsman Service, whose details are below.

What if you're still not happy with the outcome?

Occasionally, disputes prove difficult to resolve. If we can’t come to a resolution, this is called reaching deadlock. You can request a letter of deadlock from us if you feel we’ve reached this stage.

You do have the option of contacting the Financial Services Complaints Limited (FSCL) any time during this process. They are an independent, not-for-profit, free, external dispute resolution service, approved by the Minister of Consumer Affairs. FSCL’s role is to investigate and fairly resolve complaints and we abide by FSCL’s ruling in all cases.