Make a complaint
We want to put things right
At Spicers our goal is for clients to receive quality advice and to experience excellent client service. However, if you have a complaint or concern we would like to hear from you.
Our philosophy and process
Spicers are committed to treating complaints seriously and resolving them as quickly and fairly as possible. We have an internal complaints process to ensure that all complaints are handled appropriately.
When a concern or complaint is raised, Spicers recognises the need for:
- Acknowledgement of your grievance and assurance that your complaint will be investigated
- An explanation of what happened and why
- A resolution that is fair to everyone
- Where appropriate, an assurance that changes will be made to avoid future recurrence
Your first point of contact
Most problems can be resolved by speaking with your Spicers adviser, however should you be unable to resolve your query with your adviser or would prefer to contact someone in the Spicers Adviser Services Team, please refer to the details below.
The Insurance and Savings Ombudsman (ISO)
Spicers is a member of an external dispute resolution scheme (ISO). Membership of the ISO Scheme is voluntary and is independent, impartial and free to consumers. This scheme may be able to assist you to resolve your complaint, but only after you have made use of Spicers internal complaints process. If you feel your complaint has not been resolved to your satisfaction by Spicers you may be able to refer your complaint to the ISO. Please note that complaints to the ISO need to meet certain criteria. For information on the service offered by the ISO and the types of complaint they can consider, please click here to visit the ISO website (www.iombudsman.org.nz).