Is everything okay?
AIL of New Zealand Ltd is committed to prioritising clients’ interests. Clients are the focus of our services. We believe clients’ concerns and complaints are one of the most important ways of understanding, and learning, what we need to do to keep improving and getting better at what we do.
We are keen to resolve any complaint as quickly as we can and clear up any misunderstandings. We have an internal complaint handling process in place to help resolve any complaints. If you have a complaint about a product, one of our Financial Advisors or any part of our service, we encourage you to contact our Complaints officer.
To Make A Complaint
Contact our Complaints Officer via the following options:
Write to:
Complaints Officer,
AIL of New Zealand Limited,
PO Box 15446
New Lynn,
Auckland 0640,
New Zealand
Call us
E-mail us:
Fill out the complaints form
Our Internal Complaints Handling Process
Once a complaint is received, we will send you a response to acknowledge that we have received your complaint.
We will investigate your complaint and endeavour to resolve your dissatisfaction. Timeframes to resolving complaints does depend on the type and complexity of the complaint, so please allows us time to assess and search for all possible resolution. We will inform you once a decision is made.
If a resolution can’t be reached, we will escalate your complaint to our Senior management who will independently review your complaint and ensure all areas of resolution have been investigated and presented. Senior Management will inform you once a final decision is made.
If, at the end of this process, where you disagree with the final decision we have made, this means a resolution could not be reached and we are at deadlock. We will provide you with a letter of deadlock and you can take further action by contacting our external dispute resolution scheme.
Our External Dispute Resolution Scheme:
Financial Services Complaints Limited (FSCL)
FSCL has been approved by the Minister of Consumer Affairs to provide an external dispute resolution service to consumers with complaints about their financial service providers. This service will cost you nothing and will help us to resolve any issues. You may contact FSCL by either of the following options:
Contacting FSCL
Writing to:
PO Box 5967
Wellington, 6140,
New Zealand
Calling the Customer Service phone number: 0800 347 257 or 04 472 3725
Emailing: complaints@fscl.org.nz
Visiting the website, here.
