Got feedback?
We aim to provide great service and advice that genuinely fits your situation. If something hasn't met your expectations, we want to hear about it — you can raise a concern or complaint by emailing complaints@theld.co.nz.
Our complaint process
1. Acknowledgment
Once we receive a complaint in writing, we will acknowledge it within two business days, confirm we are looking into your concerns, and summarise our understanding of the issue.
2. Investigation
We will investigate your concerns using the documentation on file — written communication, advice documentation and file notes — to build a clear picture of the service provided.
3. Written response
We will provide a written response outlining the findings of our investigation and the basis for the decision reached, within 28 working days where possible.
External dispute resolution
If you are not satisfied with the outcome of our internal process, you can refer your complaint free of charge to our independent dispute resolution scheme: Financial Services Complaints Limited (FSCL) — complaints@fscl.org.nz, 0800 347 257, PO Box 5967, Lambton Quay, Wellington 6145.