FSP 712931
Smiths Insurance & KiwiSaver

Legal · Complaints

How to raise a concern with us.

We take complaints seriously. This page sets out the process, including how to escalate to an independent external scheme if you and we can’t resolve the matter.

  1. 01

    Tell us first

    Phone, email, or come into the office. Speak with your adviser or, if you’d prefer, with Practice Manager Nicky Duckmanton. Most matters are resolved on first contact.

  2. 02

    We acknowledge within two working days

    If we can’t resolve it on the spot, we acknowledge your concern in writing within two working days and confirm the person handling it.

  3. 03

    We aim to resolve within ten working days

    We investigate, talk to anyone involved, and write to you with our decision and the reasons for it. If the matter is complex and will take longer, we tell you why and give you a revised timeframe.

  4. 04

    If we can’t resolve it. escalate to FDRS

    If you’re not satisfied with our response, you can escalate to the Financial Dispute Resolution Service. The FDRS is independent, free for clients, and binding on us.

Step 1. Talk to Smiths

Internal contact

Practice Manager:
Nicky Duckmanton
Phone:
03 374 6800
Office:
Powell Fenwick House, Level 2, 383 Colombo Street, Sydenham, Christchurch

Step 2. Independent scheme

Financial Dispute Resolution Service (FDRS)

The FDRS is the FMA-approved external dispute-resolution scheme that Smiths Insurance and KiwiSaver belongs to. It’s free for clients and independent of us.

Phone:
0508 337 337
Post:
Freepost 231075, PO Box 2272, Wellington 6140

Smiths Insurance and KiwiSaver maintains a complaints register and reports quarterly to the FMA on the number and nature of complaints received, as required by our Class 2 licence conditions. See our Disclosure Statement for the full licence details.