Skip to main content

Complaints Handling & Disputes Resolution

We strive to have a positive and professional relationship with all of our customers. We know that sometimes things can go wrong, and we want it to be easy for you to let us know.

Step 1 - Let's sort it out

Discuss your complaint with the person you've been dealing with and try to resolve it.

Step 2 If your complaint is not resolved at the end of Step 1, you can contact the complaints manager by completing the  form on this page, by emailing, or by calling: 0508 267 267. You can also write to The Complaints Manager at: The HTL group, 27 Eliot Street, PO Box 910, New Plymouth 4310.

  • 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 aim to resolve complaints within 10 working days of receiving them. If we can’t, 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 can’t resolve your complaint, or you aren’t satisfied with the way we propose to do so, you can contact The Insurance & Financial Services Ombudsman. The Insurance & Financial Services Ombudsman Disputes Resolution Scheme provides a free, independent dispute resolution service that may help investigate or resolve your complaint.

 If we haven’t been able to resolve your complaint to your satisfaction. You can contact:

The Insurance & Financial Services Ombudsman Disputes Resolution Scheme


PO Box 10-845

Wellington 6143

New Zealand

Telephone number:  

04 499 7612 or Freephone 0800 888 202

Email address:

Tell us what went wrong