Complaints Procedure
We aim to provide you with the highest quality service and support. But if you do have a complaint or encounter a problem, please let us know as soon as you can. Our complaints process outlined below aims to address your concerns.
Step One
If you are unhappy with the service, advice or product provided by us, 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 Two
If you and your Broker can’t agree how to resolve the complaint, you can call, email, or arrange to see Robert Redmore and detail your concerns.
Robert Redmore will investigate your complaint and give you a written response.
If your complaint is about Robert Redmore please contact Paul Johnston.
Robert Redmore
Tel: 027 594 3613
E-Mail: rob@insurancepartners.co.nz
Paul Johnston
Tel: 022 170 8258
E-Mail: paul@insurancepartners.co.nz
Step Three
If at the end of step 2 your complaint remains unresolved, you can refer the matter to Insurance & Financial Services Ombudsman Scheme Inc.
This is a free, independent dispute resolution scheme which will consider your complaint and, either reach an agreed outcome, or make a decision.
There are various ways to contact them:
Insurance & Financial Services Ombudsman Scheme
Post: PO Box 10-845, Wellington 6143
Phone: 0800 888 202
Email: info@ifso.nz
Website: https://www.ifso.nz/
You can also make a Complaint at