Complaints

We know that sometimes things don't go as well as they should and problems arise. If this happens to you please let us know so we can fix the problem.

Please talk to us first

Once we are aware of your concern we expect all our staff will take the appropriate steps to address your concerns straight away.

If the staff member is not able to resolve this with you the matter will be referred to our Customer Resolutions team. Customer Resolutions will investigate the issue and take all reasonable steps to resolve the matter with you or your authorised representative.

Contact the Customer Resolutions team:
Latitude Financial Services Limited
PO Box 4058
Shortland Street
Auckland 1140

Phone
0800 735 192 (New Zealand)
+64 9 375 0819 (International)

If you wish to raise your complaint online, please complete the form below:
Online Complaint Form

If you believe your complaint has not been resolved, you may want to refer the matter to an external dispute resolution service. We are a member of the Insurance & Savings Ombudsman Scheme (ISO) New Zealand. This scheme independently and impartially resolves disputes between consumers and participating financial services providers and is free to consumers.

Insurance & Savings Ombudsman Scheme
PO Box 10-845
Wellington 6143
Phone: (04) 499 7612
Email: info@iombudsman.org.nz
Website: www.iombudsman.org.nz