Complaints Handling Process

Hatton Financial Services is committed to providing you with expert advice and service, even with the best of intentions complaints sometimes arise.

We value and encourage feedback from our clients, and should you have a complaint we will ensure that all client complaints are handled and resolved in a professional, fair and timely manner in accordance with our Client Complaints policy and associated procedures.

If you have a problem, concern, or complaint about any part of our service, please let me know as soon as possible and we can start our internal complaints process.

You may contact us using any of the following means: in writing, by telephone or by email. Here are our contact details.

Hatton Financial Services Limited
The Complaints Officer
PO Box 31860, Milford, Auckland
(09) 6262 286


Our Complaint Handling Process

When we receive a complaint, we will consider it following our internal complaints process:

  • We will consider your complaint and let you know how we intend to resolve We may need to contact you to get further information about your complaint.
  • We aim to resolve complaints within 15 working days of receiving If we can’t, we will contact you within that time to let you know we need more time to consider your complaint.
  • We will contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so.
  • If we can’t resolve your complaint, or you are not satisfied with the way we propose to do so, you can contact Insurance & Financial Services Ombudsman (IFSO).

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 IFSO’s approved dispute resolution scheme.  You can contact the IFSO at:

Insurance & Financial Services Ombudsman
PO Box 10-845, Wellington, 6143
Telephone 0800 888 202 link)