Dissatisfied with our service?

Complaints and Feedback Handling Process

If you wish to make a complaint or provide us with any feedback about any aspect of our services, please do so in writing (preferably by email). Our contact details are:

The Chairperson, Highgate Partners Ltd

Address: Level 5, Westpac House, 106 George Street, Dunedin 9016

Telephone number: 027 477 9270

Email address: info@highgatepartners.co.nz

If you make a complaint:

• The complaint will be recorded in our Complaints Register.
• Staff will acknowledge the complaint and respond to you within two business days.
• If your complaint cannot be resolved within five business days, it will be referred to a Director who will investigate it further.
• If we cannot agree on how your complaint should be resolved, or if you decide not to use our internal complaints scheme, you can contact the Insurance and Financial Services Ombudsman Scheme (IFSO). This service will cost you nothing, and will help us resolve any disagreements.  
• You can contact the Insurance and Financial Services Ombudsman Scheme at:
• Address: Level 2, Solnet House, 70 The Terrace, P.O. Box 10-845, Wellington 6143
• Telephone number: 0800 888202
• Email address: info@ifso.nz