Complaints
We’re committed to resolving complaints quickly, fairly, and with minimal disruption to you. If something’s gone wrong, we want to know — and we’re here to help put it right.
Our complaints process
Step 1: Let's talk
If you’re unhappy with any part of our service, please raise it with us as soon as possible.
You can speak directly with us at:
- Email: complaints@killarney.co.nz
- Mail: PO Box 2308, Hastings, 4156
- In person: By appointment
We take every complaint seriously and will acknowledge your concern within two business days.
Step 2: Our internal review
Once we understand your concern, we will:
- Confirm the details of your complaint in writing
- Investigate promptly and thoroughly
- Keep you informed throughout the process
We aim to resolve all complaints within 10 working days. If it’s more complex and needs longer, we’ll let you know why, and provide regular updates. In any case, we will provide a written decision within 40 working days of receiving your complaint.
Step 3: If you're still unhappy
If we can’t resolve your complaint to your satisfaction, or if 40 working days have passed since you first raised it, you can contact Financial Services Complaints Ltd – a Financial Ombudsman Service (FSCL).
Financial Services Complaints Limited (FSCL)
Website: www.fscl.org.nz
Email: complaints@fscl.org.nz
Phone: 0800 347 257
Postal: PO Box 5967, Wellington 6140
FSCL is independent, free for you to use, and can help resolve your complaint impartially.
ready to work with you
Our commitment
We believe complaints are an opportunity to improve. Your feedback helps us refine our service and do better by our clients. We appreciate your feedback and the chance to make things right.