Complaints Handling Process
If you have a problem, concern, or complaint about any aspect of our services, please take advantage of our internal complaints scheme so that we can try to fix the problem. You may contact the internal complaints scheme at:
Contact name: The Chairperson, Highgate Partners Ltd
Address: Level 1, Regus Business Centre, 218 George Street, Dunedin 9016
Telephone number: 027 4777350
Email address: firstname.lastname@example.org
If you make a complaint:
The complaint will be recorded in our Complaints Register.
Staff will acknowledge the complaint and respond to you within 48 hours.
If your complaint cannot be resolved within 5 working days, it will be referred to a Senior Adviser and Director who will investigate it further.
If we cannot agree on how to fix the issue, or if you decide not to use the 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: email@example.com