Vanguard Insurance Brokers Complaints Policy

Vanguard Insurance Brokers is committed to providing its customers with excellent service, quality advice and products.

• Step 1

If you are unhappy with the service, advice or product provided by your broker, please contact your broker in the first instance to lodge a complaint with them.

They will acknowledge your complaint as soon as practical and try to resolve the matter directly with you.

• Step 2

If the matter cannot be resolved to your satisfaction, the adviser will escalate the complaint to his or her manager, notifying you accordingly. We will send you an acknowledgement of your complaint within five working days of your complaint being notified to us. This letter will provide you with our timeline to respond to you and the name of the manager who will be managing our response. The manager will investigate and contact you to try to resolve the complaint to your satisfaction. It is important that you provide this person with all relevant information.

We will provide you with a written update within 20 working days of receiving your complaint. If we are unable to provide a full response to you at that point, our letter will explain why we are not yet in a position to do so and tell you when we will next contact you.

40 working days after the receipt of your complaint we will issue a final resolution. If we need to continue our review past this point, we will explain to you the reason for the delay and the required timeframe to provide a full response. At this point, if you feel that the delay is unsatisfactory, you can redirect your complaint to our external dispute resolution service provider detailed below.

• Step 3

If your complaint remains unresolved, or you’re not happy with the outcome you can refer the matter to Financial Services Complaints Ltd (FSCL).

Vanguard Insurance Brokers is a member of this independent external dispute resolution scheme approved by the Ministry of Consumer Affairs.

There is no cost to you to use their services

There are various ways to contact them:

Financial Services Complaints Ltd
Post	PO Box 5967 Wellington 6140
Email	info@fscl.org.nz (or) complaints@fscl.org.nz
Phone	0800 347 257
Website	www.fscl.org.nz

You can download a Complaint Form from

https://www.fscl.org.nz/complaints/complaint-form