Complaints & Disputes

You can make a complaint by calling (06) 359 0057 or emailing upmeet@mutuals.co.nz.

You can also write to us at Level 2, 26 Broadway Avenue, Palmerston North 4410. We will follow our internal complaints process:

• We will consider your complaint and let you know how we intend to resolve it. Where possible, we try to resolve your complaint immediately.

• If we are unable to resolve your complaint immediately, we will acknowledge your complaint within 2 business days. We may contact you to get further information about your complaint,

• We aim to resolve complaints within 10 working days of receiving them. If we need more time to investigate your complaint, we will let you know when you can expect to receive a response to your complaint.

• We will contact you by phone, email or letter to let you know whether we can resolve your complaint and what we propose to do.

If we cannot agree on how to fix the issue, or if you decide not to use our internal complaints scheme, you can contact our external disputes resolution scheme, Financial Service Complaints LTD. They provide a free and independent dispute resolution service that may help to investigate or resolve your complaint if we haven’t been able to do so to your satisfaction.

Contact details:

Call:                  0800 347 257

Email:               complaints@fscl.org.nz

Write to:           FSCL, PO BOX 5967, Wellington 6145