Complaints Handling and Dispute Resolution

If you are not satisfied with our financial advice service you can make a complaint by emailing info@premiumfinance.co.nz, or by calling: 021 131 1862. You can also write to us at: Premium Finance – P O Box 9914, Newmarket, Auckland 1149. When we receive a complaint, we will consider it following our internal complaints process:

  • We will consider your complaint and let you know how we intend to resolve it. We may need to contact you to get further information about your complaint.
  • We will acknowledge your complaint within 2 business days and we aim to resolve complaints within 7 working days of receiving them. If we cannot, we will contact you within that time to let you know we need more time to consider your complaint.
  • We will contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so.

If we cannot resolve your complaint, or you aren’t satisfied with the way we propose to do so, you can contact Insurance & Financial Services Ombudsman Scheme (IFSO).  Insurance & Financial Services Ombudsman Scheme provides a free, independent dispute resolution service that may help investigate or resolve your complaint. You can contact IFSO at Insurance & Financial Services Ombudsman Scheme PO Box 10-845, Wellington 6143, NEW ZEALAND. Telephone: 04 499 7612. Email: info@ifso.nz.