Service issues and complaints

 

­­­At Towes Insurance Brokers Ltd, we pride ourselves in providing Financial Advice for Insurance Products to our Clients in accordance with the Standards for the Code of Professional Conduct for Financial Advice Services for Ethical Behaviour, Conduct and Client Care. Our Financial Advice provides good outcomes for our Clients. Your feedback is important to us, so whether you'd like to give a compliment or make a complaint, we'd love to hear from you.

Complaints
You can make a complaint with our Team by either calling us, using our online form or writing to us. Our Complaints Manager will review your feedback then work with you to find a solution. All stages of the complaints process are free of charge.

Call us
Speak to our team on 0800 849 445, Monday – Friday 9am – 4.30pm

Use our online Form
Make a complaint by using our online complaint form by clicking here

Write to us
Send your complaint by email or mail to 11 Maunganui Rd, Mt Maunganui 3116 or mail@towes.co.nz

After you lodge a complaint
Once you've lodged a complaint, we will:

  • Acknowledge your complaint and you will receive our Internal Complaints process within 2 working days. We will contact you for more information.

  • Approach all complaints with an open mind, listen and treat each complainant as an individual and with courtesy and respect.

  • Try to resolve your complaint quickly.

  • Send you a written decision, remedies and resolution as soon as practicable.

What should I do if I am not satisfied after making a complaint?
If you feel your complaint is not resolved to your satisfaction using the Internal Complaints process, or you are unsatisfied with the response or resolution, you can contact the Insurance & Financial Services Ombudsman (ifso). This is a dispute resolution scheme who we are a member of. This service will cost you nothing and is an independent service that will help investigate or resolve the complaint. You can click on this link to find out how to make a complaint to the Insurance & Financial Services Ombudsman https://www.ifso.nz/complaints#how-to-make-a-complaint

You can contact (ifso) at:
Postal Address: P O Box 10-845, Wellington 6143
Email: info@ifso.nz
Telephone: 0800 888 202
Website: http://www.ifso.nz/

For a copy of our Disclosure Documents please click here.