Complaints

AILNZ 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 keep improving and getting better at 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

You may contact our Complaints Officer by either of the following options:

  • Writing to:
    Complaints Officer,
    AIL of New Zealand Limited,
    2165 Great North Road, Avondale,
    Auckland, 0600,
    New Zealand
  • Calling the local office: (09) 320 3031
  • Emailing: complaints@ailnz.co.nz
  • Filling out the complaints form here

Our Internal Complaints Handling Process

  1. Once a complaint is received, we will send you a response to acknowledge that we have received your complaint.
  2. We will investigate your complaint and endeavour to resolve your dissatisfaction. Timeframes to resolving complaints does depend on the type and complexity of the complaint, so please allows us time to assess and search for all possible resolution. We will inform you once a decision is made.
  3. 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.
  4. If, at the end of this process, where 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:

Your business is important to us and resolving complaints is part of a good business relationship with our clients.

Financial Dispute Resolution Service (FDRS)

The FDRS Scheme has been approved by the Minister of Consumer Affairs to provide an external dispute resolution service to consumers with complaints about their financial service providers. This service will cost you nothing and will help us to resolve any issues. You may contact the FDRS Scheme by either of the following options:

    • Writing to:
      Freepost 231075,
      PO Box 2272,
      Wellington, 6140,
      New Zealand
    • Calling the Customer Service phone number: 0508 337 337 or 04 910 9952
    • Emailing: enquiries@fdrs.org.nz
    • Visiting the website, here.