At Milford, we strive to deliver outstanding products and service to our clients. Being client focused is one of our key values – so we want to know if we have not gotten things quite right. Even if you don’t want to make a complaint and just want to give us some feedback, please feel free to share your thoughts with us. If you have feedback or a complaint about Milford’s products or service or our complaint process, you can tell us in the following ways:

1. 1. Email us at [email protected]
   2. Phone 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)
   3. Write to us
      Milford Complaints
      PO Box 960
      Auckland 1140
      New Zealand

How Milford will manage your complaint or feedback
We will share any feedback you give us with the right team to ensure we can learn from it and improve our services.

If you make a complaint, we will work with you to try and resolve it fairly. Steps we will take to resolve your complaint includes:

• • • We’ll find the right person to respond to you and take ownership of managing your complaint.
    • We will contact you by phone or email and tell you how we will resolve your complaint.
    • If we can’t resolve your complaint immediately, we will let you know when you can expect to hear back from us.
    • If there is a delay in resolving your complaint, we will let you know as soon as possible.
    • Once we believe your complaint has been resolved, we will let you know to make sure you’re satisfied with the outcome.

How to escalate further
If you’re not happy with the way that your complaint was managed, or would like to escalate your concern further, please address your complaint or feedback directly to our Head of Compliance.