Compliments, Feedback and Complaints


0508 337 337

International Calls

If you are calling from outside New Zealand, call +64 4 910 9952


Freepost 231075
PO Box 2272
Wellington 6140


We are open between 8:30am and 5pm weekdays, excluding national holidays.

Financial Dispute Resolution Service is committed to fair and thorough complaint handling – including complaints about our own organisation.

We welcome your enquiries, feedback, compliments or complaints, please contact us.

We can investigate matters of customer service and case administration, but can’t change the outcome of a dispute. To find out more about our internal complaint process, please visit the Fair Way website.

You can make a complaint about our service:



Using the online form

By letter:


Complaint Investigator
FairWay Resolution Limited
PO Box 2272, Wellington 6140

By email:

By phone:


0800 77 44 22 


Our Complaints Investigator will let you know when we have received your complaint. We will consider your complaint, will consult with the appropriate people and let you know the outcome. This will generally happen within 15 working days. We will let you know if we need more time to carry out an investigation.

In some cases, we may wait until your case is concluded before investigating. This is to ensure the independence of the dispute resolution process. We will let you know if this needs to happen.

Note: If your complaint is about a financial service provider, rather than our service, you can use our Financial Dispute Resolution Service Complaint Form or contact the team on 0508 337 337.

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