The Financial Markets Authority has told New Zealand companies to put more resources into helping customers lodge complaints.  

The regulator has spoken out after research found only 29% of New Zealanders are confident in their ability to make a complaint; 40% say they are not confident.  

Among people who have wanted to file a complaint but have not done so, 29% do not know how to and 24% say it is “too difficult to start”. About 19% started making a complaint but stopped after finding it too complicated.  

About one-third say they have not filed a case “because nothing would happen”.  

FMA licensing and conduct supervision executive director Clare Bolingford says the findings highlight the need to make processes “accessible, fair and effective”. 

“Companies are burying complaints processes deep on their websites, requiring details a customer may not have to hand and treating customers in a defensive and dismissive way,” she said.   

“Effective complaints and high consumer awareness builds trust and provides firms with opportunities to gain insights to improve their processes and consumer outcomes.”  

While general attitudes towards complaint handling are positive, with 57% of consumers reporting satisfaction, almost one-third feel their matters have gone unresolved.   

Ms Bolingford expects complaints will be a focus of the next Financial Conduct Report, which sets out the regulator’s priorities for each financial year.