How to Make a Complaint

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If you are unhappy with any part of our service, advice, or a product we have arranged on your behalf, we want to hear from you. You can make a complaint by:

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  • Phone: 07 949 8321

  • Email: office@inplace.co.nz

  • In writing: InPlace, 298 Victoria Street, Hamilton

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Please provide as much detail as possible, including your name, contact details, policy or reference number (if applicable), and a description of your concern. This will help us resolve your complaint as quickly as possible.

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Our Internal Complaints Process

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  1. Acknowledgement – We will acknowledge your complaint within 2 days of receiving it.

  2. Review – Your complaint will be reviewed by a senior member of our team who was not directly involved in the matter, where possible.

  3. Resolution – We aim to resolve complaints within 10days. If we need more time, we will let you know and explain why.

  4. Outcome – We will provide you with a clear explanation of our decision and any steps we will take to resolve your complaint.

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There is no cost to you for using our internal complaints process.

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If You're Not Satisfied

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If we cannot resolve your complaint to your satisfaction, or if 40 working days have passed since you first made your complaint, you have the right to refer your complaint to our independent, free dispute resolution scheme:

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Financial Dispute Resolution Service (FDRS)

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FDRS is an independent, government-approved dispute resolution scheme. It can investigate and help resolve complaints about financial advice and financial services, free of charge to consumers.

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