complaints process
What should you do if something goes wrong?
STEP 1:
If we have not upheld 'Our Standards' and you have a problem, concern or complaint about any part of our service, please contact Equal3 [via the button below], in the first instance so we can try to resolve the issue with you directly.
STEP 2:
If we can't agree on how to resolve the complaint, Equal3 will refer you to our Licence Holder, Community Broker Network NZ Limited for an independent review. Their process is detailed here.
STEP 3:
If you decide not to take up Step 1 or 2 above, Equal3 is a member of an independent and free dispute resolution scheme which is approved by the Ministry of Commercial Affairs to review and assist you with your complaint - Insurance & Financial Services Ombudsman Scheme [IFSO]. You can contact them [via the buttons below] or:
- Postal Address: PO Box 59, Wellington 6140
- Phone: 0800 888 202
