Complaints - Milford

Feedback and Complaints

Your feedback is always welcome and helps us improve – feel free to share your thoughts

Ways to give feedback

You can contact us in the following ways:

Phone
Please call us on 0800 662 345, Monday to Friday, 8.00am to 5.00pm.
If you’re overseas you can reach us on +64 9 921 4700 (international charges apply).

Write to us
Milford
Attention: Client Experience Team
PO Box 960
Auckland 1140
New Zealand

Not happy?
We’ll make sure we resolve things together.

- We’ll find the right person to respond to you and acknowledge your feedback.
- We’ll respond within 10 days from when you get in touch. If we can’t resolve it immediately, we will let you know when you can expect to hear back from us.
- We’ll check with you by phone or in writing, after resolution, to make sure you’re happy with the outcome.
- If you are unhappy with the outcome, you can refer the matter to the Milford Head of Risk & Compliance & General Counsel.
- We’ll escalate it further if you’re still not satisfied.

External Dispute Resolution Scheme

If you are unhappy with our response, you may wish to refer your complaint to our independent external dispute resolution service, Financial Services Complaints Ltd – a Financial Ombudsman Service (FSCL). FSCL’s service is free of charge for you.

FSCL’s contact details are

Freephone: 0800 347 257
Telephone: 04 472 3725

The FSCL’s office hours are 8.30am to 5.00pm Monday to Friday and their website is fscl.org.nz.

Email: [email protected] or [email protected]
Address: Level 4, 101 Lambton Quay, Wellington 6011
Postal Address: PO Box 5967, Wellington 6140