At Donaldson Brown we are committed to providing you with excellent customer service and quality products.  If you believe that we have not delivered in a particular area we would like to hear your comments.

Complaints are an important part of maintaining and improving our standards.  If you have any complaints regarding service or products, your first call is to talk to your Financial Service Provider (FSP) directly or to contact your FSP’s manager.

If your complaint is not resolved to your satisfaction or you do not wish to contact the people who provided your initial service, you can contact us using the following methods:





  Call +0064 09 393 8680 and ask for the complaints officer.




  Mail your complaint to the following address:
  Donaldson Brown Group Holdings Limited
  Complaints Officer
  PO Box 37068
  Parnell, Auckland 1151


If you are of a Non-English speaking background or, if you have special needs that require assistance when dealing with us, we are happy to assist by engaging translators or other specialised support services such as the National Relay Service.

We handle Complaints in an open and transparent manner and will endeavour to resolve your complaint fairly and within 20 days.  If we have not resolved your complaint within 20 days we will provide you with a written update as to the reason for the delay, what action is underway to resolve your complaint and advise you of the anticipated timeframe for a response.

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