Lodging a complaint
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We pride ourselves on delivering exceptional services and products to you, however we recognise that we may not always meet your expectations. So, if you feel we’ve done something wrong, let us know so we can try to put things right. Please follow the steps below:
1. Lodge a complaint
Complete our online complaint form below
· Call us on 0800 801 808,
· Email us using eMoney Secure Mail, or info@purplevisa.co.nz
· Send us a letter at PO Box 1204, Invercargill, New Zealand.
If emailing direct, please ensure you include your full name and date of birth to enable our staff to identify your file prior to contacting you to discuss the matter further.
2. Assigned to a Customer Experience Team Member
We will acknowledge receipt within 48 hours of receiving your complaint.
Note: Sometimes it takes a bit of time for us to sort out the problem (though we’ll do our best to fix it quickly). Please give us 20 business days after you make a complaint to resolve the matter.
3. Outcome
We will investigate the complaint raised by you. This may require us to request further information from you or from third parties involved.
We will keep in contact with you and provide updates during the process and work with you to find a solution to your complaint.
4. Still not happy?
If you’re still not happy after we’ve had a chance to fix the problem, you can get in touch with the Insurance and Financial Services Ombudsman Scheme (your reference is SBS Money Limited FSP418487). They run a free independent scheme for solving disputes (so they’d work with both of us to fix the problem without taking sides).
You can contact them by:
• Calling them on 0800 888 202 or +64 4 499 7612
• Emailing them at info@ifso.nz.
See the Insurance and Financial Services Ombudsman Scheme website for more information.
Complaint Form
Please lodge your complaint in the form below. You can expect to receive a response from one of our team within 48 hours (or 2 business days). If your complaint is urgent please call our Customer Service Team.
For security reasons, please DO NOT provide any confidential or account specific information via this form. Communications via this form are not encrypted.
