To confirm how the IFSO can assist you, visit ifso.nz
Have a complaint?
Let us know and we’ll work to resolve it as quickly as possible. We aim to always treat our customers fairly and avoid disputes. If things haven’t gone as you’d like in dealing with us, these are our steps for solving your issue as quickly as possible.
Talk to us
0800 22 22 23
Our customer service team can resolve most issues straight away. If they can’t help you immediately, they’ll seek the advice of a manager and be able to get back to you within one working day.
Put it in writing
If you’re unhappy with the outcome after talking to us, put your complaint in writing with as many facts as possible. You can either use the form below, email us at ask@pinnaclelife.co.nz or post your complaint (Pinnacle Life, PO Box 1471, Auckland 1140, New Zealand).
We’ll confirm that we’ve received your complaint within one working day of receipt. Be assured that we take all complaints seriously. We will investigate thoroughly and advise you of the outcome, if possible, within five working days.
Take it further with the IFSO
If you’re still unhappy and we’re unable to agree on the outcome, we’ll send you a letter enabling you to take up the matter with our external dispute resolution provider, IFSO (Insurance & Financial Services Ombudsman Scheme). The IFSO is a free service that is available to customers. Please note you have three months to file a complaint with IFSO from the issue date.
