Complaints

If you are unhappy or dissatisfied in any way with Premium Finance’ service please let us know. We take complaints seriously and we want to do the best for you. We have a formal internal complaint resolution process and we will try to resolve it for you in the first instance in a timely manner.

First Step

The first step is to talk with us and give us an opportunity to resolve your complaint. You can make your complaints via email by sending it to info @premiumfinance.co.nz or through this website by answering and providing us the information asked on the right side of this page.

We will acknowledge your complaint within 2 business days and try to resolve your complaint within 7 business days. We may need to ask you for further information or agree on an extension if the issue is complex or there are issues outside our control.

Next Step(if required)

If we cannot agree on a resolution you can contact our independent external dispute resolution scheme, Insurance and Financial Services Ombudsman Scheme (IFSO).

Insurance and Financial Services Ombudsman Scheme (IFSO) is an external Dispute Resolution Scheme and they can be reached through
Phone: 04 499 7612, 0800 888 202
Address: PO Box 10-845, Wellington 6143, NEW ZEALAND

They will investigate your complaint and work to facilitate an agreed resolution. If this is not possible the Scheme may make a formal decision which is binding on Premium Finance. The process is free to you and the scheme will assist you to lodge your complaint.

Complaints