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REQUEST A QUOTE DISCLOSURE INFO
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Your satisfaction is important to us Compliments and Complaints

Working with youYour Feedback is Important to us

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. 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.

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Share your experience
Compliments

It’s always nice to hear a compliment first-hand, so we’ve done a particularly great job either tell your Malcolm Flowers Insurances Ltd contact directly, send us an email to john@mfi.co.nz or nic@mfi.co.nz or complete the form below.

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Express your concernsComplaints

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

  • Call Us – on 0800 378 6328 during our office hours Monday – Friday 8.30am-5pm
  • Email Us – john@mfi.co.nz or nic@mfi.co.nz
  • Write Us –  Post a letter to Complaints Manager, PO Box 931, Taupo 3351

What happens nextAfter You Have Lodged a Complaint

Once we’ve received your complaint, here’s what you can expect:

  • 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’re not satisfied with how your complaint was handled using the Internal Complaints process, or you feel the issue remains unresolved, you can contact Financial Services Complaints Ltd (FSCL). FSCL is an independent dispute resolution service, who we are a member of. This service will cost you nothing and is independent service that will help investigate or resolve the complaint.

Ways you can contact FSCL:

  • Call FSCL – 0800 347 257 during office hours
  • Email FSCL – info@fscl.org.nz
  • Write to FSCL – PO Box 5967, Wellington 6145
  • Visit FSCL Online – FSCL website

Would you like to discuss your experience? Your Compliments and Complaints


or

Call us on 0800 378 6328

We Take Our Obligations Seriously

As an insurance broker, we have a duty to act in the best interests of our clients. Our disclosure information covers a wide range of topics, including how we are paid, our fee structure, and our complaint handling procedures. We encourage you to review this information carefully.

OUR DISCLOSURE STATEMENTS