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Complaints Process

Last updated: May 2026

BoatCoverage.co.nz is operated by Evolve Group Limited (FSP711891), a licensed Financial Advice Provider regulated by the Financial Markets Authority (FMA). If you are not satisfied with our service we want to know, and we have a formal process for resolving complaints quickly and fairly.

Step 1 — Tell us

Email or write to us with the details of your complaint:

Please include your name, contact details, a description of what happened, when it happened, and what outcome you are seeking. We will acknowledge your complaint within 2 working days.

Step 2 — Investigation

We will investigate your complaint, which may include reviewing our records, contacting any third parties involved (such as an insurer), and discussing the issue with you. We will keep you informed of progress and aim to provide a response within 20 working days of receiving the complaint. If more time is needed we will explain why and give an estimate of how long it will take.

Step 3 — Resolution

We will write to you with the outcome of our investigation and any steps we propose to take. If you accept our proposed resolution, we will action it promptly. If you do not accept it, or if 40 working days have passed without a resolution, you may take your complaint to our external dispute resolution scheme.

External dispute resolution — Financial Services Complaints Limited (FSCL)

Evolve Group Limited is a member of Financial Services Complaints Limited (FSCL), an independent and free dispute resolution service approved under the Financial Service Providers (Registration and Dispute Resolution) Act 2008.

FSCL provides a free, independent service to resolve complaints that we cannot resolve directly.

Financial Markets Authority (FMA)

For conduct concerns about a licensed Financial Advice Provider, you may also contact the FMA. The FMA does not resolve individual complaints but does investigate conduct issues. See www.fma.govt.nz for details.

Privacy complaints

For complaints relating specifically to how we handle your personal information, see our Privacy Policy. Unresolved privacy complaints can be referred to the Office of the Privacy Commissioner at privacy.org.nz.