Financial provider disputes
(insurer, bank, financial services)

The Community Law Manual Online is a free online resource of easy-to-read legal information and comprehensive answers to common legal questions. The manual aims to provide guidance for the next steps one might take when dealing with a legal problem.

Email: see preferred location for contact information

Web link: communitylaw.org.nz/

The Citizens Advice Bureau (CAB) provides a free, online information hub designed to help people navigate everyday issues, particularly around understanding their rights and responsibilities across a range of areas. It features over 2,700 searchable questions and answers, developed from real-life inquiries received by CAB offices.

Phone: 0800 367 222

Email: see local CAB for email information

Web link: www.cab.org.nz/

A government provided resource offering legal information to support consumers. This website, managed by MBIE, provides clear guidance on insurance, including the legal obligations of both consumers and providers. It also outlines common issues faced by policyholders and offers practical steps for resolving disputes when things go wrong with an insurance agreement.

It provides information on how to make a complaint about a financial service provider, including banks, insurers, and financial advisers. It explains your rights, how to prepare a complaint, and what outcomes you can seek. The site also links to the four approved dispute resolution schemes.

Phone: 0508 426 678 (0508 4 CONSUMER)

Email: cpinfo@mbie.govt.nz

Web links:

Insurance

Making a complaint

The Financial Markets Authority is an independent Crown entity that regulates New Zealand's financial markets. Its website provides information about consumer rights in financial services and outlines how to escalate complaints involving banks, insurers, investment firms, and financial advisers.

Phone: 0800 434 566

Email: See here

Web link: www.fma.govt.nz/

A free and independent dispute resolution service that provides guidance and information for individuals dealing with banking-related complaints. The site offers guides covering topics such as compensation entitlements, dispute resolution processes, irresponsible lending remedies, and debt recovery suspensions. It also outlines how complaints are assessed and provides resources to help individuals understand their rights and obligations under banking law.

Phone: 0800 805 950

Email: help@bankomb.org.nz

Web link: bankomb.org.nz/

A free and independent dispute resolution service that provides guidance and information for individuals dealing with complaints about insurance and financial services. The site includes resources that explain how complaints are assessed, what remedies may be available, and what standards apply to providers. It also offers case summaries and guidance to help individuals understand their rights and obligations under insurance law and financial service regulations.

Phone: 0800 888 202 or 04 499 7612

Email: info@ifso.nz

Web link: www.ifso.nz/

A free and independent dispute resolution service that provides guidance and information for individuals dealing with complaints about financial service providers. The site offers consumer guides and case studies covering topics such as insurance disputes, lending practices, financial advice, and KiwiSaver hardship withdrawals. It outlines how complaints are assessed and provides resources to help individuals understand their rights and obligations.

Phone: 0800 347 257 or 04 472 3725

Email: complaints@fscl.org.nz

Web link: fscl.org.nz/

A free and independent dispute resolution scheme that provides guidance and information for individuals dealing with complaints about financial service providers. The site outlines how complaints are assessed under the Financial Service Providers (Registration and Dispute Resolution) Act 2008 and provides resources explaining eligibility, compensation limits, and timeframes for lodging complaints. It also offers information on mediation and adjudication processes, helping individuals understand their rights and obligations under financial services law.

Phone: 0508 337 337

Email: enquiries@fdrs.org.nz

Web link: fdrs.org.nz/

Consumer NZ is a non-profit organisation. It provides an online guide outlining the four schemes providing financial dispute resolution services and the complaint process.

Phone: 0800 266 786 (0800 Consumer)

Email: info@consumer.org.nz

Web link: www.consumer.org.nz/

A resource provided by an industry organisation representing general insurers in New Zealand. This website offers information to help individuals understand their rights and responsibilities under insurance law. It explains key concepts such as good faith in insurance contracts, outlines the obligations of both insurers and policyholders, and provides guidance on how to make a complaint.

Web link: www.icnz.org.nz/