DUX Financial Services – Complaints Procedure

The DUX Team wants to know if you are unhappy in anyway with our service. We would appreciate the opportunity to understand what you are dissatisfied with and try to rectify this for you. Any complaint will be handled formally through our internal complaint handling process.

We will respond to your complaint within five working days and endeavour to resolve the complaint within ten working days. The timeframe will depend on the complexity of the matter. Your complaint should be made in writing by email or post to our Management Team at admin@duxfinancial.co.nz ; or posted to

DUX Financial Services Limited

PO Box 13 511 Johnsonville

Wellington, 6440

If we cannot resolve your complaint, or you are not satisfied with the way we propose to do so, you can contact our external dispute resolutions scheme, the Insurance and Financial Services Ombudsman (IFSO).

IFSO provides a free, independent dispute resolutions service that may help investigate or resolve your complaint if we have not been able to resolve your complaint to your satisfaction.

You can view their website, contact them via email, phone, or write to them at:

Website: www.ifso.nz

Email: info@ifso.nz

Phone: 0800 888 202

IFSO Scheme,  

PO Box 10-845,

Wellington 6143,

NEW ZEALAND.