How to make a complaint

Step one

Give us a call on 0800 222 876 to speak to one of Accuro’s membership specialists and explain the situation. Concerns can often be resolved straight away by talking to us.

Step two

If you don’t feel your concerns have been resolved, talk to a team leader

At this stage, it is best to put your concerns in writing, but if you prefer, you can phone a team leader or manager. They’ll acknowledge that your complaint has been received, investigate the matter and then inform you of the outcome within 10 working days.

Step three

If you still don’t feel your concerns have been resolved, write to our CEO:

Geoff Annals, Chief Executive Accuro

PO Box 10075

Wellington 6143

or email info@accuro.co.nz

Your complaint will be acknowledged within 5 working days from when we receive it. We will investigate the matter and come back to you within 10 working days with an outcome.

Step Four

If you feel your complaint is still not resolved to your satisfaction, we will then issue a letter that gives you the option to take your complaint to the Insurance & Financial Services Ombudsman (IFSO).
For your complaint to be considered by the IFSO, you must have completed the above steps. You must also contact the IFSO office no later than 2 months from the date you receive our letter. 

The IFSO provides a free, independent service for consumers with a complaint about services provided in New Zealand by participating financial service providers, including Accuro. For more information about the IFSO complaints process or to make a complaint, visit ifso.nz or contact them at the details below.

The Insurance & Financial Services Ombudsman
Phone 0800 888 202
Email info@ifso.nz
PO Box 10845
Wellington 6143
ifso.nz

 

You can download a PDF of this process here.