Complaints Procedure

Have a Compliment or Complaint?

At initio, we’re committed to providing you with excellent service and support. 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.


For a Compliment

It’s always nice to hear a compliment firsthand, so we’ve done a particularly great job send us an email and let us know.


For a Complaint

You can make a complaint with our team by either calling us or writing to us. Our Complaints Manager will review your feedback then work with you to find a solution.

Phone Email Post
To speak to our Complaints
Manager, phone us on:
To email your complaint, send
it to our Complaints Manager
To send your complaint by
letter, post it to:
0800 763 929 [email protected] The Complaints Manager
PO Box 19497
Hamilton 3244

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.
  • 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 Insurance & Financial Services Ombudsman Scheme Inc (IFSO). IFSO is a dispute resolution scheme of which we are a member. This service will cost you nothing and is an independent service that will help investigate or resolve the complaint. You can click here to find out how to make a complaint to Insurance & Financial Services Ombudsman Scheme Inc.

You can contact IFSO at:

Postal Address PO Box 10-845, Wellington 6143
Telephone 0800 888 202
Email address: [email protected]