Compliments and Complaints

At Donaldson Brown we are committed to providing you with excellent customer service and quality products.  If you believe that we have not delivered in a particular area we would like to hear your comments.

Complaints are an important part of maintaining and improving our standards.  If you have any complaints regarding service or products, your first call is to talk to your Financial Service Provider (FSP) directly or to contact your FSP’s manager.

If your complaint is not resolved to your satisfaction, or you do not wish to contact the people who provided your initial service, you can contact us using the following methods:

CONTACT METHOD

Phone:
Call +64 9 215 3371 and ask for the complaints officer.

Email:
Email complaints@dbib.co.nz

Mail:
Mail your complaint to the following address:

Donaldson Brown NZ Limited
Complaints Officer
PO Box 37068
Parnell, Auckland 1151

If you are of a Non-English speaking background or, if you have special needs that require assistance when dealing with us, we are happy to assist by engaging translators or other specialised support services such as the National Relay Service.

We handle Complaints in an open and transparent manner and will endeavour to resolve your complaint fairly and within 20 days.  If we have not resolved your complaint within 20 days we will provide you with a written update as to the reason for the delay, what action is underway to resolve your complaint and advise you of the anticipated timeframe for a response.

In handling your complaint, there are a number of remedies available to us, including but not limited to;

• An apology or explanation;
• Liaison with insurers and/or premium funders to find a mutually agreeable outcome to your complaint;
• Claims advocacy including support to address your complaint via the Insurer internal dispute resolution process.

If you are unable to resolve your complaint with Donaldson Brown, you may refer it to Financial Services Complaints Ltd (FSCL) - A Financial Ombudsman Service of which Donaldson Brown is a member.  FSCL is an approved independent dispute resolution scheme which handles complaints against financial service providers, including insurance brokers.  FSCL is free to consumers and its decisions are binding on Donaldson Brown (but not on you).  Further information about FSCL is available from Donaldson Brown and/or from www.fscl.org.nz.  You may contact FSCL directly on 0800 347 257.