Complaints Handling

Customer Service is strongly embedded in DLL. DLL aims to deal with complaints in a timely and competent manner and aims to make the best efforts to correct the issue.

Please tell us if you have a complaint. We view this as an opportunity to better understand your needs as well as a key influence during our journey to continuously improve our products and services.

You can submit your complaint to us using this form.

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You can also submit your complaint in writing to PO Box 557, Te Awamutu 3840, New Zealand or send us an email to dllsydcompliance@dllgroup.com.

Our Complaints Handling Process Explained

Our Commitment

We aim to resolve all complaints in a fair, prompt and consistent manner. We also aim to resolve all complaints internally.

How We Respond to Complaints

Where possible we aim to respond to complaints by the close of business on the business day following receipt of a complaint, however depending on the nature of the complaint it may not be possible for us to do so.

Acknowledgement

Where further investigation is needed, we will always acknowledge receipt of your complaint within 5 business days of receiving your complaint. Your complaint will be investigated by an employee with the necessary knowledge and expertise to resolve your complaint.

If you have any questions or additional information that may aid our investigation of your complaint, please send your queries and supporting details to the same email address listed above.

Response

Within 20 days of receiving your complaint, we may contact you or provide a written response outlining our position and, where appropriate, an offer of redress.

If we cannot resolve your complaint to your satisfaction and within a reasonable time, you can contact Financial Services Complaints Limited – A Financial Ombudsman Service (FSCL). They are an independent, not-for-profit, external dispute resolution service approved by the Minister of Consumer Affairs. FSCL’s role is to investigate and fairly resolve complaints. Their service is free (it does not cost you anything).

FSCL’s contact details are:
Website: Fscl.org.nz
Contact Number: 0800 347 257
Email: complaints@fscl.org.nz
Address: FSCL, PO Box 5967, Wellington 6140.

Complaints about the processing of personal data

We would like to refer to the privacy statement on our website for information about reporting a complaint about the processing of personal data.