Complaints Handling Process

If you are not satisfied with our service you can make a complaint by speaking with one of the Saturn Invest team members by emailing us at admin@saturninvest.co.nz or by calling 0800 757 858. You can also write to us at P O Box 68 355 Victoria St West, Auckland 1142.

All complaints are investigated by the Product Manager. with oversight from the Board. This includes investigating the background to the complaint, discussing with Saturn staff (and external service providers where applicable), considering actions to resolve the complaint and, importantly, looking at ways to improve our service so the issue does not occur in the future.

The Product Manager will acknowledge your complaint in writing as soon as practicable; and

• If the complaint can be addressed immediately, explain what actions have been taken to resolve your complaint, or
• Advise what actions are being taken to resolve your complaint and the expected time-frame. The Product Manager will let you know when your complaint has been resolved.

If we cannot resolve your complaint, or if you are not satisfied with the outcome, you can contact the Insurance and Financial Services Ombudsman Scheme. They provide a free, independent dispute resolution service that may help investigate or resolve your complaint if we haven’t been able to resolve your complaint to your satisfaction.

You can contact the Insurance and Financial Services Ombudsman Scheme by emailing info@ifso.nz or by calling 0800 888 202. You can also write to them at PO Box 10845 Wellington 6143.