We understand that things don’t always go to plan and there may be times when you feel we’ve let you down. If this happens, please tell us. We will look to put things right or explain something we could’ve made clearer.
Step 1: Let us know what your concerns are:
We’ll acknowledge your complaint within five business days.
Step 2: If we can’t reach a resolution together, you’ll be referred to a manager who’ll aim to investigate and resolve your complaint within two weeks. If this isn’t possible, we’ll advise you of progress within ten business days.
Step 3: If after working with a manager, we haven’t been able to make it right, we’ll escalate your case to a Complaints Resolution Officer to review.
If we’re unable to resolve your complaint, we’ll advise you in writing. You can refer your case to the Insurance & Financial Services Ombudsman (IFSO) Scheme.
The IFSO is a independent authority that will carry out an impartial investigation. Find out more at https://www.ifso.nz/complaints
We have been looking after high performance vehicles for over 18 years.