Complaints and Disputes

If you are not fully satisfied with our services, please contact our Complaints/Disputes Manager, and tell them about your complaint or dispute. If your complaint cannot be immediately resolved, we will acknowledge your complaint/dispute in writing within 2 working days providing you details of our internal complaints process and the person responsible for managing your complaint. We will endeavour to resolve your problem within 20 working days.

If your complaint cannot be resolved to your satisfaction by us, you have the right to refer the matter to an external dispute resolution service Insurance & Financial Services Ombudsman Scheme  (IFSO) of which LCNZ is a member.  This service is free of charge.  A person may submit a complaint by using IFSO’s online form or by contracting IFSO by phone or email.  BY submitting a complaint, the complainant is deemed to have agreed to have the complaint considered under the rules.

IFSO can be contacted on 0800 888 202 (freecall) or online at www.ifso.nz (opens a new window). The mailing address is: PO Box 845 Wellington 6143 New Zealand.

Melanie Harding Lockton Complaints/Disputes Manager Chief Operating Officer melanie.harding@lockton.com (opens a new window)