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.
|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
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]|