Our Customer Feedback & Complaint Process

Your feedback is important to us, so if you have a complaint or a problem understanding something we have done we want to know about it so we can resolve it. Everyone in our team is committed to taking feedback and complaints seriously and responding to them immediately.

  1. Most problems can be resolved by talking to your Broker or contacting your Broker's manager.
  2. If you are unable to resolve your query with your Broker, it will be referred to our Feedback & Complaints Committee who will review your concerns in accordance with our internal dispute process. Alternatively you can email us with details to fcc@crombielockwood.co.nz.
  3. We are a member of an external dispute resolution scheme, Financial Services Complaints Ltd (FSCL) approved by the Ministry of Consumer Affairs. If your complaint cannot be fixed you may refer the matter to FSCL but only after you have made use of our own Feedback & Complaints Committee. Complaints to FSCL need to meet certain criteria. Click here to visit FSCL's website.

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