Complaints and feedback

FairWay’s Customer Service Charter sets out the standards of service that customers can expect from us.

If you wish to make a complaint, please complete this form. We will do all we can to help you, and your feedback or complaint will help us to improve our systems and processes.

If your concern relates to information about your case our Complaints Investigator will ensure this is sent to our Service Delivery Team.

You can make a complaint about:

  • the conduct of the people who handled your case
  • the service we gave to you (you may wish to refer back to our Customer Service Charter available on our website)

To complain about the service we gave to you, please give specific details about what occurred.

Please note that we cannot investigate:

  • the correctness of any direction, decisions or agreements made in your case
  • what occurs within a mediation, as this is a confidential process

For many of the dispute schemes we run there are specific appeal options available through the Courts and Tribunals. Please refer to

If your complaint is referred to a dispute practitioner’s professional membership body, we will let you know. A referral will be considered for concerns raised regarding professional practice.

Back to top

The process for making a complaint

You can either:

PO Box 841
Christchurch 8140*

  • write to or email us directly at the addresses listed above
  • phone us at 0800 77 44 22 or 03 962 9073

If a representative or support person is making the complaint on your behalf please let us know and we will ensure that we have the correct authority to contact that person.  

If you require assistance at any time in making your complaint please do not hesitate to contact our Complaints Investigator at (, by phone 0800 77 44 22 or 03 962 9073.

* Due to the current COVID-19 alert level, we anticipate some delays with receiving deliveries and mail. We encourage using electronic means where possible. If you do need to send any documents by courier or post, we ask you to advise us by phone or email.

Back to top

The complaints management process

Our Complaints Investigator will let you know when we have received your complaint. We will consider your complaint, will consult with the appropriate people and let you know the outcome. This will generally happen within 15 working days. We will let you know if we need more time to carry out an investigation.

In some cases we may wait until your case is concluded before investigating. This is to ensure the independence of the dispute resolution process. We will let you know if this needs to happen.

Here is an overview of complaint process:​

Back to top