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Internal complaints procedure

If you have a concern, complaint or compliment about any part of the service provided to you, you may contact the person you have been dealing with, or the VPIS Chief Executive Officer

We will contact you within five working days of receiving your complaint to confirm we’re looking into the issue, and we’ll keep you updated with progress.Our aim is to investigate and resolve your complaint within two weeks.

If a satisfactory resolution cannot be found, then the matter will be referred internally to:

VPIS Board
Veterinary Professional Insurance Society Inc
Postal address: PO Box 11-212 Wellington 6142
Phone: 04 495 1143

Insurance and Financial Services Ombudsman (IFSO)

If we’re unable to resolve your complaint, we’ll advise you in writing. You can choose to refer the matter to the Insurance & Financial Services Ombudsman (IFSO) .

If, despite your efforts and ours, we can’t agree, you can ask us to provide you with a Letter of Deadlock.You then have three months from the date of the Letter of Deadlock to take your complaint to the IFSO Scheme. They are a completely independent authority and their service is free.

VPIS is bound by the IFSO Scheme ruling and will fully comply with whatever they decide.

You can contact the Insurance and Financial Services Ombudsman (IFSO) Scheme at:

Address: Level 8, Shamrock House 79-81 Molesworth Street Wellington 6143
Postal Address: PO Box 10-845 Wellington 6143
Phone: +64 4 499 7612 or free phone (within NZ) 0800 888 202