Complaints Process

Customer service and customer satisfaction is important to us, and achieving the best customer outcome is what we base our business on.  So if at any point you are not happy with any part of our service, let’s talk about it so that we can resolve it straight away.

We have a formal internal complaints handling process so that we can reach the right resolution.

In the first instance – let us know: 

Please either email brett@stonhamandco.co.nz 

or phone Brett on 0274766015

Once a complaint is received we will acknowledge your complaint within 2 working days and try to resolve your complaint within 10 days. We may need to ask you for further information or agree on an extension if the issue is complex or there are issues outside our control.

Still not resolved?: 

If we cannot agree on a resolution you can contact our independent external dispute resolution scheme, the Insurance and Financial Services Ombudsman (IFSO).

The Insurance and Financial Services Ombudsman (IFSO) is an industry approved external financial dispute resolution scheme.

The IFSO can be contacted on  www.ifso.nz ph: 0800 888 202.  

They will investigate your complaint and work to facilitate an agreed resolution. If this is not possible the IFSO may make a formal decision which is binding to Stonham & Co Ltd, but not you unless you accept the decision. The process is free to you and the IFSO will assist you to lodge your complaint.