Complaints

We can help by answering your question, investigating your complaint, or guiding you in the right direction.

Make a Complaint

The IFSO Scheme resolves complaints about insurance, superannuation, investments, financial advice, loans and credit, foreign exchange & money transfer services our Participants provide. Our service is free and independent, and our process is fair, transparent and impartial. It is entirely confidential.

Contact us: 0800 888 202 info@ifso.nz

  1. Make a complaint to your insurer or financial service provider
    • Gather all relevant documents.
    • Contact your provider and tell them you are making a complaint.
    • You're welcome to use our online complaint form and we'll send your complaint to your provider.
    • On the form state what you want to happen to fix the problem.
  2. Your insurer or financial service provider will consider your complaint
    • Your provider must have a complaints process to consider your complaint.
    • At the end of the process, if your complaint hasn't been, your provider will refer you to the IFSO Scheme with a notice of deadlock.
  3. Make a complaint to the IFSO Scheme
    • If your complaint hasn’t been resolved by your provider, contact us.
    • If you haven't already, use our online complaint form to tell us about your complaint.
    • If you have already completed the form, contact us.
    • We can only consider complaints about Participants of the IFSO Scheme. Check if your provider is a Participant by searching here.
  4. IFSO Scheme complaints
    • We will ask you to give us authority to get your complaint information from your provider.
    • We will let you know if it is a complaint we can consider. There are some limitations on the complaints we can consider. See section 6 of our Terms of Reference.
    • We will allocate your complaint to a Case Manager who will contact you to begin.
    • We use negotiation, conciliation and mediation to reach an agreement between you and the provider where possible, or we will make a decision.

    Make a complaint

The IFSO Scheme's Privacy Policy ensures all personal information is managed in accordance with the Privacy Act 1993.

If you have made a complaint to the IFSO Scheme we will collect personal information from you to assist the full and fair investigation of complaints. We can also collect information from your insurer, financial service provider or a third party if you authorise us to do so.

Read our privacy policy

The IFSO Scheme can only consider complaints about Participants of the IFSO Scheme. Check if your insurer or financial service provider is a Participant by searching here.

We welcome feedback on our service. If you are dissatisfied with any aspect of our service or process, we want you to tell us. You can use this form, or contact us with your issue.