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Complaints Process

We want to make things right

We aim to behave in a way that does not cause complaints. However, we do have a complaints policy and internal complaints process in place to ensure the efficient and effective handling of client complaints.

All staff are responsible for identifying and responding to complaints in the first instance and directing clients to our internal complaints process if the complaint cannot be resolved. 


We record all complaints in our complaint register so that we can learn from these client experiences and improve our business.


We will:

  • deal with complaints in a fair and transparent manner

  • treat complaints with priority and give a timely response

  • be fair and act with integrity

For more details, please view our full Complaints Document

Client Complaint Process


We aim to provide you with the highest quality service and support.  But if you do have a complaint or encounter a problem, please let us know as soon as you can.  Our complaints process aims to address your concerns.


Step 1 – Let’s sort it out


Discuss your complaint with the adviser that you’ve been dealing with and try to resolve it together.

Call us: 03 343 2111

Email us:

Or arrange to meet with our adviser.


Step 2 – Review


If your complaint is not resolved by Step 1, you can call, email or arrange to meet our director Ramzi Toumi and discuss the details of your complaint and address any other concerns. His phone is 021 808 583 and his email is He will look into your complaint and give you a written response.


Step 3 – We are a Participant in the Insurance & Financial Services Ombudsman Scheme (“IFSO Scheme”).


You can refer your complaint to the IFSO Scheme if it has not been resolved after going through our complaints process. This is a free, independent dispute resolution service that will consider your complaint and, either reach an agreed outcome or make a decision.


See or call 0800 888 202 for information on the IFSO Scheme.


Insurance & Financial Services Ombudsman Scheme
PO Box 10-845
Wellington 6143

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