Complaints policy

Affinity+Co Life Limited and Affinity & Co General Limited who each trades as affinity+co are committed to providing you with excellent service, quality advice and products.

Complaints policy

Affinity+Co Life Limited and Affinity & Co General Limited who each trades as affinity+co are committed to providing you with excellent service, quality advice and products.

Complaints policy

Affinity+Co Life Limited and Affinity & Co General Limited who each trades as affinity+co are committed to providing you with excellent service, quality advice and products.

Step one

If you are unhappy with any service, advice or product we have directly provided you as your broker, please contact us in the first instance to lodge a complaint with us. We will acknowledge your complaint as soon as practical and try to resolve the matter directly with you.

Step two

If between us, we are unable to resolve your complaint, we will refer your complaint as follows:

  • for complaints relating to any service, advice or product provided by Affinity+Co Life Limited we will refer your complaint to PSC Connect Life NZ Limited for an independent review in accordance with their respective Complaint and Dispute Resolution procedures outlined in Step Three.
  • for any complaints relating to any service, advice or product provided by Affinity & Co General Limited we will refer your complaint to PSC Connect NZ Limited Compliance Manager for an independent review in accordance with their respective Complaint and Dispute Resolution procedures outlined in Step Three.

If you’re unable to establish contact with us or wish to speak to someone else, as it best relates to your complaint, please contact either:

A) If your complaint relates to any service, advice or product provided by Affinity+Co Life Limited (e.g. personal insurance such as health, life, income protection)

  • PSC Connect National Manager
    Steve Morris
    steve@pscconnectlife.co.nz
    021 905 911
  • PSC Connect Compliance Manager
    Denise Bourdôt
    dbourdot@pscconnect.co.nz
    09 869 6676

B) If your complaint relates to any service, advice or product provided by Affinity & Co General Limited (e.g. fire and general insurance such as building, liability, motor vehicle insurance)

  • PSC Connect New Zealand Manager
    Dave Penfold
    dpenfold@pscconnect.co.nz
    09 358 1186
  • PSC Connect Compliance Manager
    Denise Bourdôt
    dbourdot@pscconnect.co.nz
    09 869 6676

Step three

Internal Complaint and Dispute Resolution procedure:

  1. When a complaint is received by PSC Connect NZ Limited or PSC Connect Life NZ Limited the recieving Compliance Manager will acknowledge receipt of your complaint within five (5) working days;
  2. Your complaint will be thoroughly examined. All complaints are taken very seriously by PSC Connect NZ Limited and PSC Connect Life NZ Limited. All issues will be considered carefully; 
  3. The Compliance Manager will identify actions to try and fix the complaint and strive to respond and resolve your complaint within twenty (20) working days from the date they received notice of your complaint.
  4. If your complaint is more complex than first thought it may take longer than twenty (20) working days to resolve. If this is the case, the Compliance Manager will let you know the expected time it will take to resolve your complaint and will provide you with regular updates.

Step four

If your complaint remains unresolved, or you’re not happy with the outcome you can refer the matter to Financial Services Complaints Ltd (FSCL).

PSC Connect NZ Limited and PSC Connect Life NZ Limited and their Brokers are all members of this independent external dispute resolution scheme approved by the Ministry of Consumer Affairs. There is no cost to you to use their services. There are various ways for you to contact them:

Financial Services Complaints Ltd

Post: PO Box 5967 Wellington 6140
Email: info@fscl.org.nz or complaints@fscl.org.nz
Phone: 0800 347 257
Website: www.fscl.org.nz

You can download a Complaint Form from https://www.fscl.org.nz/complaints/complaint-form

Step one

If you are unhappy with any service, advice or product we have directly provided you as your broker, please contact us in the first instance to lodge a complaint with us. We will acknowledge your complaint as soon as practical and try to resolve the matter directly with you.

Step two

If between us, we are unable to resolve your complaint, we will refer your complaint as applicable to either or both PSC Connect NZ Limited’s and PSC Connect Life NZ Limited’s Compliance Manager for an independent review in accordance with their respective Complaint and Dispute Resolution procedures outlined in Step Three. 

If you’re unable to establish contact with us or wish to speak to someone else, as it best relates to your complaint, please contact either:

A) If your complaint relates to fire and general insurance (e.g. property, stock, vehicle, liability insurance types):

B) If your complaint relates to your Personal Insurance (e.g. health, life, income protection insurance types):

  • PSC Connect National Manager
    Steve Morris
    steve@pscconnectlife.co.nz
    021 905 911
  • PSC Connect Compliance Manager
    Denise Bourdôt
    dbourdot@pscconnect.co.nz
    09 869 6676

Step three

Internal Complaint and Dispute Resolution procedure:

  1. When a complaint is received by PSC Connect NZ Limited or PSC Connect Life NZ Limited the recieving Compliance Manager will acknowledge receipt of your complaint within five (5) working days;
  2. Your complaint will be thoroughly examined. All complaints are taken very seriously by PSC Connect NZ Limited and PSC Connect Life NZ Limited. All issues will be considered carefully; 
  3. The Compliance Manager will identify actions to try and fix the complaint and strive to respond and resolve your complaint within twenty (20) working days from the date they received notice of your complaint.
  4. If your complaint is more complex than first thought it may take longer than twenty (20) working days to resolve. If this is the case, the Compliance Manager will let you know the expected time it will take to resolve your complaint and will provide you with regular updates.

Step four

If your complaint remains unresolved, or you’re not happy with the outcome you can refer the matter to Financial Services Complaints Ltd (FSCL).

PSC Connect NZ Limited and PSC Connect Life NZ Limited and their Brokers are all members of this independent external dispute resolution scheme approved by the Ministry of Consumer Affairs. There is no cost to you to use their services. There are various ways for you to contact them:

Financial Services Complaints Ltd

Post: PO Box 5967 Wellington 6140
Email: info@fscl.org.nz or complaints@fscl.org.nz
Phone: 0800 347 257
Website: www.fscl.org.nz

You can download a Complaint Form from https://www.fscl.org.nz/complaints/complaint-form