Complaints Handling Process

If you have a problem, concern, or complaint about any aspect of our services, please take advantage of our internal complaints scheme so that we can try to fix the problem. You may contact the internal complaints scheme at:

Contact Name: The Chairperson, Bradley Nuttall Otago Ltd

Address: Level 10 John Wickliffe House, 265 Princes Street, Dunedin, 9016

Telephone number: 03 477 2316

Email address: info@bnol.co.nz

If you make a complaint

The complaint will be recorded in our Complaints Register.

Staff will acknowledge the complaint and respond to you within 48 hours.

If your complaint cannot be resolved within five working days, it will be referred to our Management Committee who will investigate it further.

If we cannot agree on how to fix the issue, or if you decide not to use the internal complaints scheme, you can contact the Insurance and Financial Services Ombudsman Scheme (IFSO). This service will cost you nothing and will help us resolve any disagreements. You can contact the Insurance and Financial Services Ombudsman Scheme at:

Address: Level 2, Solnet House 70 The Terrace PO Box 10-845 Wellington 6143

Telephone number: 0800 888 202 Email address: info@ifso.nz