What should you do if something goes wrong?

If you have a problem, concern, or complaint about any part of the company’s or its employees’ service, please tell us so that our internal complaints scheme can try to fix the problem.

You may contact the internal complaints scheme to make a complaint by telephone, email or in writing to our:

OFSIB Ltd Complaints Officer
Telephone: 03-4718335
Email: complaints@ofs.net.nz
Mail: P O Box 5401, Dunedin 9058  

If we cannot agree on how to fix the issue, or if you decide not to use the internal complaints scheme, you can contact Financial Services Complaints Ltd (FSCL).

Our company and its staff are members of an independent dispute resolution scheme operated by FSCL and approved by the Ministry of Consumer Affairs. We have 40 days to respond to your complaint. If you are not satisfied by our response, you may refer the matter to FSCL by emailing info@fscl.org.nz or calling FSCL on 0800 347257. Full details of how to access the FSCL scheme can be obtained on their website www.fscl.org.nz.There is no cost to you to use the services of FSCL.