Ways you can lodge a complaint:

We want to make it easy, so please contact us in the way that best suits you.

Please contact us by using the below contact details and let us know about your concern, so we will endeavour to resolve the complaint in its initial stage as the first point of contact.

In writing: 

Pathfinder Insurance Services​​​

PO BOX 5586

Papanui

Christchurch 8542

Information you’ll need to supply:

We’re committed to resolving your complaint quickly and fairly. To help us do this, please provide us with:

• your name and address
• a description of your concern
• what you would like us to do to put things right
• a phone number and the best time to contact you
• any other relevant information. 

What happens if my complaints cannot resolve in the first point contact?

If your first contact with us is not able to resolve your complaint, the case will be escalated to our Complaints Manager directly. So that your case will be reviewed independently with our internal complaint procedures.

Our complaint procedures

When your complaint case received, it will be reviewed by independently based on our complaint procedures, as follow:

We will consider your complaint and let you know how we intend to resolve it. We may need to contact you to get further information about your complaint.

We aim to resolve complaints within 10 working days of receiving them. If we can’t, we will contact you within that time to let you know we need more time to consider your complaint.

We will contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so.

If we can’t resolve your complaint, or you aren’t satisfied with the way we propose to do so, you can contact Financial Services Complaints Limited.

Financial Services Complaints Limited provides a free, independent dispute resolution service that may help investigate or resolve your complaint If we can't resolve your complaint, or you aren't satisfied with the way we propose to do so, you can contact Financial Services Complaints Limited (FSCL) - A Financial Ombudsman Service