The Financial Markets Authority - Te Mana Tātai Hokohoko (FMA) believes it is important that financial service providers have effective complaints processes because it helps to ensure fair treatment, supports early resolution of issues, and strengthens trust in the financial system. Yet fewer than one-third of consumers are confident they know how to complain. Furthermore, 7% of consumers have wanted to complain but haven't - citing barriers such as doubts about the outcome, not knowing how, and perceptions of difficulty. Findings like these have led the FMA to make complaints a regulatory priority for 2025, with a goal of ensuring consumers know how to complain and that the process is accessible, fair, and effective. Achieving this means not only making it easy to complain but also understanding and addressing the reasons some consumers might not choose to complain at all.
Download Research - Why don't consumers complain? [PDF 415KB]
