Compliments and Complaints

At Vision Insurance (SI) Ltd we pride ourselves in providing Financial Advice for Insurance Products to our Clients in accordance with the Standards for the Code of Professional Conduct for Financial Advice Services for Ethical Behaviour, Conduct and Client Care. Our Financial Advice provides good outcomes for our Clients. Your feedback is important to us, so whether you’d like to give a compliment or make a complaint, we’d love to hear from you.

For a compliment

It’s always nice to hear a compliment firsthand, so if we’ve done a particularly great job either tell your Vision Insurance contact directly or send us an email to enquiries@visioninsurance.co.nz.

For a complaint

You can make a complaint with our Team by either calling us or writing to us. Our Complaints Manager will review your feedback then work with you to find a solution.

Call us
Speak to our Team – 0508 03 1990
Monday – Friday 8:30am-5pm

Write to us
Send your complaint by email or mail to this address: james@visioninsurance.co.nz
PO Box 66, Ashburton 7740

After you lodge a complaint

Once you’ve lodged a complaint, we will:

  • However, you choose to contact us we will acknowledge your complaint and you will receive our Internal Complaints process within 2 working days.
  • We will Contact you for more information.
  • We will approach all complaints with an open mind, listen and treat each complainant as an individual and with courtesy and respect.
  • We will try to resolve your complaint quickly.
  • You will receive a written decision, remedies and resolution as soon as practicable.

What should I do if I am not satisfied after making a complaint?

If you feel your complaint is not resolved to your satisfaction using the Internal Complaints process, or you are unsatisfied with the response or resolution, you can contact Financial Services Complaints Ltd (fscl) is a dispute resolution scheme who we are a member of. This service will cost you nothing and is an independent service that will help investigate or resolve the complaint. You can click on this link to find out how to make a complaint to Financial Services Complaints Limited http://www.fscl.org.nz/complaints/how-make-complaint

You can contact (fscl) at:

Postal Address: P.O. Box 5967, Wellington 6145

Email: info@fscl.org.nz

Telephone: 0800 347 257

Website: http://www.fscl.org.nz/

 

Vision Insurance – a small South Island company providing a personal service