COMPLIMENT AND COMPLAINTS

The Long Burroughs Group is made up of Long Burroughs Ltd, Long Burroughs Wellington Ltd, Auckland Insurance (2011) Ltd, and Long Burroughs Limited trading as Distinct Insurance.

Long Burroughs Limited, FSP650369, holds a financial advice providers licence issued by the Financial Markets Authority. This licence also extends to include the following LB Group of companies as authorised bodies of that licence to provide financial advice services.

  • Long Burroughs Wellington Ltd FSP753193,
  • Auckland Insurance (2011) Ltd FSP151384, and
  • Distinct Insurance (under Long Burroughs Limited),

The LB Group companies are committed to providing you with excellent customer service and quality products. If you believe that we have not delivered in a particular area, we would like to hear your comments.

If you are not fully satisfied with the services provided by a member of the LB Group of companies, please contact your financial adviser or financial advice provider directly.

Contact Method

Description

ONLINE

Complete a Feedback Form

PHONE

Call: +64 9 374 5980 and ask for the complaints officer.

EMAIL

Email complaints@lbgroup.co.nz

MAIL

Print a Feedback Form and mail to the following address:
The LB Group
Complaints Officer
PO Box 17197
Greenlane,
Auckland 1546

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. 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.

If you are unable to resolve your complaint with the LB Group, you may refer it to Financial Services Complaints Limited (FSCL), of which all stated LB Group companies 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 LB Group Companies (but not on you).

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