New Zealand Complaint Process

AIL is committed to prioritising clients’ interests. Clients are the focus of our services. We believe clients’ concerns and complaints are one of the most important ways of understanding and learning what we need to do to improve what we do. We are keen to resolve any complaint as quickly as we can and clear up any misunderstandings. We have an internal complaint handling process in place to help resolve any complaints. If you have a complaint about a product, one of our Financial Advisors or any part of our service, we encourage you to contact our Complaints Officer.

To Make a Complaint

Contact our Complaints Officer via the following options:

Write to:
Complaints Officer,
AIL of New Zealand Limited,
PO Box 15446
New Lynn,
Auckland 0640,
New Zealand

Call us:
(09) 320 3031

E-mail us:
complaints@ailnz.co.nz

Fill out the complaints form:
You can access it here.

Our Internal Complaints Handling Process

Once a complaint is received, we will send you a response to acknowledge that we have received your complaint.
We will investigate your complaint and endeavour to resolve your dissatisfaction. Timeframes to resolve complaints depend on the type and complexity of the complaint, so please allow us time to assess and search for all possible resolutions. We will inform you once a decision is made.
If a resolution can’t be reached, we will escalate your complaint to our Senior Management who will independently review your complaint and ensure all areas of resolution have been investigated and presented. Senior Management will inform you once a final decision is made.
If, at the end of this process, you disagree with the final decision we have made, this means a resolution could not be reached and we are at deadlock. We will provide you with a letter of deadlock, and you can take further action by contacting our external dispute resolution scheme.

Our External Dispute Resolution Scheme is Financial Services Complaints Limited – A Financial Ombudsman Service (FSCL).

FSCL is an independent, not-for-profit, external dispute resolution service approved by the Minister of Consumer Affairs. FSCL’s role is to investigate and fairly resolve complaints. Their service is free (it does not cost you anything). You may contact FSCL via the following options:

Write to:
PO Box 5967
Wellington, 6140
New Zealand

Call:
0800 347 257
+64 4 472 3725 (international)

E-mail:
complaints@fscl.org.nz

Visit the website:
fscl.org.nz