Complaints process

Complaints Process

We pride ourselves on providing excellent customer service. Sometimes things can go wrong. If this happens, we want to hear from you so we can deal with your concerns appropriately.

Contact us and discuss your concerns first

Where reasonably possible, we will seek to resolve your complaint to your satisfaction straight away. If that is not possible, we will acknowledge your complaint in writing and provide you with information about our internal complaints process within 2 working days or, if not practicable to do so, as soon as practicable after.

We will investigate and reply to your complaint in a fair, transparent and timely manner, and may need to contact you for further information.

You can call us on 0800 800 132 or email us at complaints@genevafinance.co.nz

If you wish to raise your complaint online, please submit your complaint via our online contact form.

If you believe your complaint has not been resolved, you may want to refer the matter to our dispute resolution scheme, the Insurance & Financial Services Ombudsman (IFSO).

It is free to make a complaint to this independent dispute resolution scheme. This scheme can help to investigate or help you resolve any disagreement if it is not able to be resolved to your satisfaction using our internal complaints process.

Dispute resolution scheme

The contact details of our dispute resolution scheme are: