Our Complaints Process

We want to ensure clear and open lines of communication between us and our customers and we understand that sometimes that includes taking on negative feedback. This page outlines the specific process we undertake to receive, review. and seek to resolve your complaints.
What happens when you submit a complaint?
  1. We will acknowledge receipt of your complaint. There are several ways for you to get in touch with us. If you call or submit a complaint online, you will receive an acknowledgment within one business day. If you submit a complaint by post, you can expect an acknowledgement within five working days upon our receipt.
  2. We will investigate your concerns. Where possible, we will resolve your complaint at first contact. If we are unable to resolve your concerns in the first instance and depending on the complexity of the investigation, your complaint may be escalated internally for further review. We will keep you updated with progress until we communicate a proposed resolution to your complaint. We endeavour to resolve your complaint within 10 business days where possible.
  3. If you are dissatisfied with the final outcome and a resolution can’t be agreed on, you can escalate your complaint to our external dispute resolution provider, the Insurance& Financial Services Ombudsman (IFSO). To do this you will need a Letter of Deadlock to confirm we have reached the end of our internal complaints process. You will have three months from the date of the Letter of Deadlock to lodge your complaint with the IFSO. They will consider your complaint if it is within their jurisdictional limits. The IFSO provides a free and independent service – please refer to their website for more detail.
To Make a complaint:
Call us on 0800 66 66 61 (8:00am – 5pm, Monday – Friday)
Email us: complaints@fhx.co.nz
Write to us:
Complaints Officer
Freehold Express Limited
PO Box 651
Christchurch 8140
Freehold Express Limited
Cnr Lincoln Road & Wise Street, Addington CHRISTCHURCH

Copyright © Freehold Express Ltd 2018