At Prestige Insurance we are committed to providing you with excellent customer service and quality products. If you believe that we have not delivered in a particular area we would like to hear your comments.

 

If you are not fully satisfied with the services provided by your financial adviser, please contact your financial adviser or financial advice provider directly. 

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• Call +0064 09 275 5888 and ask for the complaints officer

• Email complaints@prestigeinsurance.co.nz

• Mail your complaints to the following address:

       Prestige Insurance Broker Services Limited

       Complaints Officer

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How your complaint will be handled:

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Your adviser will attempt to resolve any issue of dissatisfaction with you immediately.

If the matter cannot be resolved to your satisfaction, the adviser will escalate the complaint to his or her manager, notifying you accordingly. We will send you an acknowledgement of your complaint within five working days of your complaint being notified to us. This letter will provide you with our timeline to respond to you and the name of the manager who will be managing our response. The manager will investigate and contact you to try to resolve the complaint to your satisfaction.  It is important that you provide this person with all relevant information. 

We will provide you with a written update within 20 working days of receiving your complaint. If we are unable to provide a full response to you at that point, our letter will explain why we are not yet in a position to do so and tell you when we will next contact you.

40 working days after the receipt of your complaint we will issue a final resolution. If we need to continue our review past this point, we will explain to you the reason for the delay and the required timeframe to provide a full response. At this point, if you feel that the delay is unsatisfactory, you can redirect your complaint to our external dispute resolution service provider detailed below.

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If you are unable to resolve your complaint with Prestige Insurance, you may refer it to Financial Disputes Resolution Service (FDRS), of which Prestige Insurance is a member.  FDRS is an approved independent dispute resolution scheme which handles complaints against financial service providers, including insurance brokers.  FDRS is free to consumers and its decisions are binding on Prestige Insurance (but not on you).  Further information about FDRS is available from Prestige Insurance and/or from https://fdrs.org.nz/.  You may contact FDRS directly on 0508 337 337.