While we make every effort to get things right, problems may sometimes occur. We have in place a complaints procedure that is intended to resolve any problem quickly and fairly. In order to avoid delay in solving a problem to your satisfaction, please follow the steps listed below.
If the Club Auto customer service team is unable to resolve the problem, you can download our Customer feedback form for complaints or you may make a formal complaint to the General Manager.
If, despite all our combined efforts, your complaint is not resolved, you may want to take your complaint to an independent resolution service. Depending on the nature of your complaint, you will have two options for this, which are:
If both Club Auto and TOWER have reviewed your complaint and issued a Letter of Deadlock, you will then have the option of taking your claims complaint to the Insurance & Financial Services Ombudsman Scheme. The Ombudsman acts as an independent party to resolve disputes. You will need to show that you have gone through the above steps before the Ombudsman’s office will investigate. You are also required to refer your complaint to the Ombudsman within two months of receiving our written response.
Please see the Ombudsman’s website for the disputes it can consider.
If Club Auto are unable to resolve any sales service complaint you make, then you may wish to take the matter to our Sales Service complaint resolution service.
At Club Auto, we fully support both of these dispute resolution services. Whichever service you use, it will be free and the ruling is binding on us.
PO Box 1575
Whangarei 0140
PO Box 10-845
Wellington 6143
Freephone 0800 888 202
Email info@ifso.nz
Website https://www.ifso.nz
PO Box 5967 Lambton Quay, Wellington 6145
Phone 0800 347 257
Email complaints@fscl.org.nz
Website www.fscl.org.nz
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