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Complaint Disclosure

How to Make a Complaint

If you have a problem, concern, or complaint about any part of the financial advice you have received from us, you may contact us using any of the following means:

Method	Detail
In writing	Complaints Officer
By telephone:	(09) 218 7487
By email:	info@starlightinsure.co.nz
Another complaint method	Financial Services Complaints Limited (FSCL) – a Financial Ombudsman Service

When we receive a complaint, we will consider it following our internal complaints process:

We will consider your complaint and let you know how we intend to resolve it. We may need to contact you to get further information about your complaint.
We aim to resolve complaints within 10 working days of receiving them. If we can’t, we will contact you within that time to let you know we need more time to consider your complaint.
We will contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so.
If we can’t resolve your complaint, or you aren’t satisfied with the way we propose to do so, you can contact Financial Services Complaints Limited
(FSCL).

Dispute Resolution Process

If our internal complaints process does not resolve your complaint to your satisfaction, you can contact our external independent dispute resolution scheme. This service is free and may help investigate or resolve the complaint.

We are a member of the Financial Services Complaints Limited’s approved dispute resolution scheme. You can contact Financial Services Complaints Ltd at:

Physical Address: Level 4, 101 Lambton Quay, Wellington 6011
Postal Address: PO Box 5967, Wellington 6140
Telephone number: 0800 347 257
Email address: complaints@fscl.org.nz

Our Contact Details

Address: 9 Melrose Street, Newmarket, Auckland, 1023
Phone: (09)218 7487
Email: info@starlightinsure.co.nz