Our Complaints Process

If you are not satisfied with the service you have received from NZ Pensions you should contact us.  We have an internal complaints process and undertake to investigate your concerns promptly and fairly.  You may contact us to make a complaint by telephone (06) 878 8680, by email or in writing to P.O.  Box 14145, Hastings 4159, New Zealand.

We are a member of an independent dispute resolution scheme operated by Financial Services Complaints Limited ("FSCL") and approved by the New Zealand Ministry of Consumer Affairs.  We have 40 days to respond to your complaint.  If you are not satisfied by our response, you may refer the matter to FSCL by emailing info@fscl.org.nz or calling FSCL on 0800 347257.  Full details of how to access the FSCL scheme can be obtained on their website www.fscl.org.nz.  There is no cost to you to use the services of FSCL.

In the event that the first two steps prove unsatisfactory then a complaints process exists within the Institute of Financial Advisers (IFA) if which Norm Waldon is a member and is bound.  The IFA can be contacted at P.O. Box 5513, Wellington, New Zealand, Ph: (04) 499 8064 or ifa.org.nz

Important information is also available from the NZ Financial Markets Authority (FMA).  The NZ Financial Markets Authority regulates New Zealand's financial markets, overseeing securities, financial reporting and company law as they apply to financial services and securities markets.