Complaints

FAP Name: HLS Insurance Ltd  ·  FSP Number: 1003191

Last updated: May 2026

Tell us what's gone wrong

We are always looking for ways to improve our service to you, so if something has gone wrong or you are unhappy with the service, please let us know so we can try to put it right.

When emailing or writing to us, please outline what has happened and how we can resolve matters. If you have any documents or correspondence that will help us understand your complaint, please attach them to the email.

Contact us directly

Alternatively, contact our designated complaints manager

What happens next

When we receive your complaint, we will:

  • acknowledge your complaint within 2 working days;
  • gather and evaluate information about your complaint;
  • respond to you within 10 working days.
FSCL — A Financial Ombudsman Service

If we can't resolve your complaint

If we cannot agree on how to resolve the complaint, you can contact Financial Services Complaints Ltd (FSCL) – A Financial Ombudsman Service. FSCL is an independent, not-for-profit, external dispute resolution scheme approved by the Minister of Consumer Affairs.

FSCL's service is free, fair, and independent. It does not cost you anything, and FSCL will help resolve the complaint.