Complaints Process.

Our 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.

Please direct all complaints to info@onainsurance.co.nz and will reply to you within 24 hours.

Our internal complaints handling process is as follows:

1. Lodge the complaint into our register.

2. Conduct an initial review to prioritise the complaint and decide if it requires escalation or can be resolved informally.

3. Confirm these details with the client, offering a proposed resolution.

4. If a resolution is not reached, suggest escalating the complaint to our Dispute Resolution Scheme (DRS).

Our external complaints process

If we cannot agree on how to fix the issue, or if you decide not to use the internal complaints scheme, you can contact our external disputes resolution scheme: Financial Services Complaints Limited (FSCL). This service will cost you nothing, and will help us resolve any complaints.

You can contact Financial Services Complaints Limited:

Address:
Financial Services Complaints Limited,
Level 4, 101 Lambton Quay, Wellington 6011

Phone number:          
0800 347 257

Email address:
complaints@fscl.org.nz