Compliments and Complaints

At Dawson Insurance Brokers Ltd we pride ourselves in providing Financial Advice for Insurance Products to our Clients in accordance with the Standards of the Code of Professional Conduct for Financial Advice Services for Ethical Behaviour, Conduct and Client Care.  Your feedback is important to us, so whether you’d like to give us a compliment or have a complaint, we’d love to hear from you.

For a compliment

It’s always nice to hear a compliment first hand, so, if we’ve done a particularly great job either tell your Dawson Insurance Brokers Ltd contact directly or send us an email to brokers@dawson.co.nz.

For a complaint

You can make a complaint with our team by either calling us, using our online form or writing to us.  We will review your feedback then work with you to find a solution.

After you lodge a complaint

Once you’ve lodged a complaint:

• However you choose to contact us we will acknowledge your complaint and you will receive our Internal Complaints Process within 2 working days.
• We will contact you for more information.
• We will approach all complaints with an open mind, listen and treat each complainant as an individual and with courtesy and respect.
• We will try to resolve your complaint quickly.
• You will receive a written decision, remedies and resolution as soon as practicable.

What should I do if I’m not satisfied after making a complaint?

If you feel your complaint is not resolved to your satisfaction, you can contact Financial Services Complaints Ltd (FSCL), a dispute resolution scheme who we are a member of.  This service will cost you nothing and is an independent service that will help investigate or resolve the complaint.  You can click on this link to find out how to make a complaint to FSCL.

http://www.fscl.org.nz/complaints/how-make-complaint

You can also contact FSCL at:

Postal Address:  P O Box 5967, Wellington, 6145
Email:  info@fscl.org.nz
Phone:  0800 347 257 
Website:  http://www.fscl.org.nz/