Complaints procedure 

While we make every effort to get things right, problems may sometimes occur. We have in place a complaints procedure that is intended to resolve any problem quickly and fairly. In order to avoid delay in solving a problem to your satisfaction, please follow the steps listed below.

Insurance

In the first instance call: TOWER Insurance Service Centre Freephone 0800 379 372

If the TOWER Insurance Service Centre is unable to resolve the problem, you can download our Customer feedback form for complaints or you may make a formal complaint to:

Manager – Complaints Investigation and Resolution
TOWER Insurance Limited
22 Fanshawe Street
PO Box 90 347
AUCKLAND
Freephone: 0800 379 372
Facsimile:   0800 222 445

If the complaint has been through all the steps above and you are still dissatisfied, you may then ask the Insurance and Savings Ombudsman to arbitrate.

Investments and KiwiSaver

Is there anyone to whom I can complain if I have problems with my TOWER Investment products?

If you have any problems or complaints you can direct them to:

The Operations Manager
TOWER Investments
50 Customhouse Quay
P O Box 11 647, Wellington 6142
Phone: 0800 379 372
Email investments@tower.co.nz

In the case of complaints regarding the TOWER KiwiSaver Scheme, TOWER LifeSaver Plan, TOWER Global Hedge Fund, TOWER Global Gateway Fund, TOWER Cash Fund, TOWER New Zealand Fixed Income Trust, or the TOWER Global Commodity Fund, you can also contact the Trustee at:

Trustees Executors Limited
Level 5, 10 Customhouse Quay
P O Box 3222, Wellington 6140
Phone: 04 495 0999
Fax: 04 496 2952

For the TOWER BondPlus Fund, TOWER Global Fund, TOWER Multi Sector Fund, TOWER International Equity Fund, or the TOWER New Zealand Equity Trust, the Trustee is Public Trust Limited.  In the case of complaints regarding these funds, the Trustee can be contacted at:

Public Trust Limited
Level 10, 141 Willis Street
PO Box 5067
Wellington 6145
Phone 04 978 4497
Fax 04 978 4480

TOWER is a participant of an independent disputes resolution service operated by the Insurance and Savings Ombudsman (’ISO’).  If you have complained to either us or the Trustee and have reached the end of our internal complaints process without resolution to your satisfaction, the ISO may be able to consider your complaint.  Before the ISO will consider a complaint the parties must be deadlocked i.e. you must have gone through our internal complaints process and have met other criteria (details available at www.iombudsman.org.nz).

You can contact the ISO at:

Office of the Insurance and Savings Ombudsman
7th Floor, BDO House
95-105 Customhouse Quay
P O Box 10-845, Wellington 6143
Phone: 0800 888 202
Email: info@iombudsman.org.nz

Trustees Executors Limited is also a participant of an independent disputes resolution service, operated by the Financial Services Complaints Limited (’FSCL’).  If you have complained to Trustees Executors Limited and have reached the end of their internal complaints process without resolution to your satisfaction, FSCL may be able to consider your complaint.

You can contact FSCL at:

13th Floor, 45 Johnson Street
P O Box 5697 Lambton Quay, Wellington 6145
Phone: 0800 347 257
Email: info@fscl.org.nz

Public Trust Limited is also a participant of an independent disputes resolution service, operated by the ISO.  If you have complained to Public Trust and have reached the end of their internal complaints process without resolution to your satisfaction, the ISO may be able to consider your complaint.

You can contact the ISO at:

Office of the Insurance and Savings Ombudsman
7th Floor, BDO House
95-105 Customhouse Quay
P O Box 10-845, Wellington 6143