Complaints Process

We have received your complaint and will be considering it following our internal complaints process:

  • Our policy is:

    1. We will consider your complaint and let our client/s know how we intend to resolve it. We may need to contact our client/s to get further information about the complaint.
    2. We aim to resolve all complaints within 20 working days. If we can’t do so we will contact our client/s within that time to consider the complaint.
    3. A representative from O’Hagan Home Loans and Insurances Limited will contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so.
    4. If the complaint cannot be resolved we will direct client/s to Financial Services Complaints Limited.

If we can’t resolve your complaint, or you aren’t satisfied with the way we propose to do so, you can contact Financial Services Complaints Limited.


Dispute resolution process 

If our internal complaints process does not resolve your complaint to your satisfaction, you can contact our external independent dispute resolution scheme. This service is free and may help investigate or resolve the complaint. 

We are a member of the Financial Services Complaints Limited’s approved dispute resolution scheme. You can contact the Financial Services Complaints Limited at: 

Financial Services Complaints Limited

Level 4, Sybase House, 101 Lambton Quay

Wellington 6011

Telephone: 0800 347 257 (freephone if within New Zealand) or +64 4 472 3725 (if calling outside New Zealand)

Postal: P O Box 5967, Wellington 6140



Submit an online complaint

We will be in touch with you once your complaint has been referred through our internal complaints process as detailed above.

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