Make a Complaint

Our Commitment

Long Burroughs Limited are committed to providing you with excellent customer service, access to quality insurance products and the opportunity to raise a complaint, when things don’t go to plan.

Every complaint is important to us and we review all complaints as an opportunity to improve on the service we deliver to you. If you are not fully satisfied with the services provided by a member of Long Burroughs, please follow our client complaint process outlined further below, including instructions on how to make a complaint to us.

Our commitment to you when handling complaints:

1. Dealing with complaints in a timely, efficient manner
2. Being fair and transparent at all times to assist with the resolution of a complaint.
3. Having a clear and concise complaints process for our clients
4. Providing our clients with access to an approved external dispute resolution scheme, and maintaining its membership.

Complaint Handling

Internal Complaint Process

When we receive a complaint, we will handle your complaint in an open and transparent manner and will endeavour to resolve your complaint fairly and within 20 days.

You will receive updates from us on the progress of your complaint over this time, and if we have not resolved your complaint within 20 days we will provide you with a written update as to the reason for the delay, what action is underway to resolve your complaint and advise you of the anticipated timeframe for a response.

In handling your complaint, there are a number of remedies available to us, including but not limited to;

• An apology or explanation;
• Liaison with insurers and/or premium funders to find a mutually agreeable outcome to your complaint;
• Claims advocacy including support to address your complaint via the Insurer internal dispute resolution process.

External Complaint Process

If you are unable to resolve your complaint with Long Burroughs Limited, you may refer it to Financial Services Complaints Limited (FSCL), of which Long Burroughs Limited are a member. FSCL is an approved independent dispute resolution scheme which handles complaints against financial service providers, including insurance brokers. FSCL is free to consumers and its decisions are binding on all Long Burroughs Limited (but not on you).

Further information about FSCL is available from www.fscl.org.nz. You may contact FSCL directly on 0800 347 257.

Click here to view a full version of our Intenal and External Complaints Handling Process.