If we didn’t do it right, here is what you need to do

Teach First Insurance Brokers is a member of Insurance Advisernet New Zealand (IANZ). The IANZ Complaint Process can be found here

If you feel we have not lived up to your expectation please complete the below form or email us on complaints@tfib.co.nz outlining where you think we fell short.

We are not content with resting on what we did yesterday. We believe we can do better for ourselves, our profession, and most importantly our clients. When we get feedback it helps provide the tools and motivation to get better in all aspects of what we do.

If we fall short of your expectations, we work even harder to meet those expectations next time.

If you make a complaint to us, we will acknowledge your complaint within One business day. We will gather from you and record as much information as we can, to best work towards a resolution for you.

Rest assured we will take your complaint seriously, and will investigate fairly and keep you informed of progress. We will respond to you regarding a resolution that is consistent with our company policy and values within 14 days.

As a member of IANZ, if we cannot reach a satisfactory resolution, your financial adviser or TFIB will refer your complaint to IANZ. IANZ ’s complaints officer will formally acknowledge your complaint in writing and will endeavour to resolve your complaint fairly and within a timely manner

We hope it doesn’t reach this point but we want to resolve it for you quickly, efficiently and effectively should it happen. If, however, the matter has not been resolved following the second investigation satisfactorily, we will refer you to our appointed independent disputes resolution scheme provider,

Financial Services Complaints Ltd (FSCL)

Ph.: 0800 347 257

Email: complaints@fscl.org.nz,

or visit their website www.fscl.org.nz

This service is free for you to use and completely independent from us as a company. Both Teach First Insurance Brokers and IANZ are members of FSCL.