Complaints and Dispute Resolution
At Kiwi Tiaki, we are committed to providing clear information, respectful service, and transparent processes. If you are not satisfied with any part of our service, we encourage you to let us know so we can address your concerns promptly and fairly.
We take all complaints seriously and aim to resolve issues as quickly as possible.
How to Make a Complaint
You can contact us using any of the following methods:
When contacting us, please provide:
- Your name and contact details
- A clear description of your concern
- Any relevant supporting information
What Happens After You Submit a Complaint
Confirm receipt
Within 2 business days
Review the details
Carefully examine your concern
Request information
Contact you if we need additional details
Provide response
Resolution as soon as reasonably possible
We aim to resolve most complaints within 10 business days.
External Dispute Resolution
Licensed financial advisers in New Zealand are required to belong to an approved external dispute resolution scheme.
If your complaint relates to financial advice or insurance recommendations provided by a licensed adviser and cannot be resolved directly with them, you may be able to contact their external dispute resolution scheme for independent review.
Our Commitment to Fair Handling
- Treat complaints seriously and respectfully
- Investigate concerns fairly and objectively
- Respond within reasonable timeframes
- Communicate clearly throughout the process
Your feedback helps us improve our service.