Even with the best of intentions, complaints sometimes arise.

Standalone Insurance is committed to ensuring that all client complaints are handled and resolved in a professional, fair and timely manner in accordance with our Client Complaints Policy and associated procedures.

If you are not satisfied with our financial advice service, you can make a complaint by emailing, or by calling: 021 0242 3020. When we receive an objection, we will consider it following our internal complaints process: 

• We will consider your complaint and let you know how we intend to resolve it. We may need to contact you to get further information about your complaint.

• We aim to resolve complaints within ten working days of receiving them. If we can’t, we will contact you at that time to let you know we need more time to consider your complaint.

• We will contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so. 

Supposing we can’t resolve your complaint or you are not satisfied with the way we suggest doing so? 

You can contact The Insurance and Savings Ombudsman’s Dispute Resolution Scheme. This service will cost you nothing and will help us resolve any disagreements. 

Insurance and Savings Ombudsman’s Dispute Resolution Scheme PO Box 10845 Wellington 6143 Phone 0800 888 202