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COMPLAINTS HANDLING AND DISPUTES RESOLUTION
If you have a problem, concern or complaint about any part of our advice or service, please tell us so that we can endeavour to put things right.
Our Internal Complaints Process
Our internal complaints manager is Gary Morgan who can be reached via email at gary@MTL.co.nz or telephone 09 4739295.
When we receive a complaint, we will consider it following our internal complaints process, outlined below:
- We will acknowledge receipt of your complaint and send you a copy of both our internal and external complaints process within 2 working days, or as soon as is practicable.
- We will then consider your complaint and let you know how we intend to resolve it. We may need to contact you for further information about your complaint.
- We aim to resolve complaints within 10 working days of receiving them. If we are unable to do so, we will contact you within that time, letting you know how much more time we expect to need to consider your complaint.
Our External Complaints Process
If we are unable resolve your complaint to your satisfaction, or you aren’t satisfied with the way we propose to do so, you can contact our Disputes Resolution Scheme provider, the Insurance & Financial Services Ombudsman.
The Insurance & Financial Services Ombudsman Disputes Resolution scheme provides a free, independent dispute resolution service that may help investigate or resolve your complaint if we haven’t been able to resolve your complaint to your satisfaction.
You can contact them by emailing email@example.com or by calling: 0800 888 202.
You can also write to them at: IFSO, PO Box 10 845, Wellington 6143