Rant or rave, we’d love to hear your feedback.
If you have feedback about our services, if you’d like to share your appreciation of the service you’ve experienced or if you feel we have let you down in some way, we’d love to hear from you.
Alternatively, get in touch with us
You can make an appointment to speak with your adviser in person or ask to speak with the customer centre manager, who will be happy to help. Find your local centre.
Call us directly on 0800 371 471
Our specialist customer centre staff can help resolve most queries and are available to answer your call between 8.00am and 5.30pm, Monday to Friday.
You can also leave a message outside these hours, and we will call you back. This will usually be within the next business day.
If you're calling from overseas, you can reach us on +64 3 977 7956 (international call charges may apply).
Email us at firstname.lastname@example.org
Write to us
Public Trust Customer Feedback
Private Bag 5902
What happens next?
We take your feedback seriously. If something wasn’t as good as it should have been, we’d like to put things right. We promise to:
- promptly acknowledge that we have received your feedback or concern
- work with you to address your complaint as quickly as possible
- aim to resolve your complaint within 10 working days.
If you are not satisfied with the outcome, you have the option to escalate the matter to our senior management team for further review.
What if you're still not happy with the outcome?
Occasionally, disputes prove difficult to resolve. If we can’t come to a resolution, this is called reaching deadlock. You can request a letter of deadlock from us if you feel we’ve reached this stage.
If we’ve reached deadlock, you do have the option of contacting our external dispute resolution provider, Financial Services Complaints Limited. We abide by the ruling of FSCL on all customer cases.
Financial Services Complaints Limited (FSCL) can be contacted on: