Complaints Policy

Last updated: 11 June 2026

At Flexglowhip, we take complaints seriously. If something has not gone right with our service, we want to hear about it and work towards a fair resolution.

1. How to Make a Complaint

You can lodge a complaint by:

• Email: callback@flexglowhip.world
• Phone: +64 9 978 9400 (Monday to Friday, 9:00–17:00 NZST)
• Post: Flexglowhip, 277 Broadway, Newmarket, Auckland 1023, New Zealand

Please include your name, contact details, a description of the issue, and any relevant reference numbers or dates.

2. Our Process

• Acknowledgement: We will acknowledge your complaint within 2 business days.
• Investigation: A senior team member will review the matter and may contact you for further information.
• Response: We aim to provide a written response within 10 business days. Complex matters may take longer — we will keep you informed.
• Resolution: Where we have fallen short, we will propose a fair remedy which may include revised deliverables, a partial refund, or other agreed resolution.

3. Your Rights Under New Zealand Law

Under the Consumer Guarantees Act 1993, services must be carried out with reasonable care and skill, be fit for purpose, and be completed within a reasonable time. If our services fail to meet these guarantees, you may be entitled to a remedy.

Under the Fair Trading Act 1986, we must not mislead you about our services. If you believe we have made false or misleading representations, you may contact the Commerce Commission.

4. External Agencies

If you are not satisfied with our response, you may contact:

• Commerce Commission — for matters under the Fair Trading Act: comcom.govt.nz
• Disputes Tribunal — for claims up to $30,000: justice.govt.nz
• Office of the Privacy Commissioner — for privacy concerns: privacy.org.nz

5. Privacy Complaints

For complaints about how we handle your personal information, see our Privacy Policy. You may also complain directly to the Office of the Privacy Commissioner.

6. Record Keeping

We keep records of complaints and their resolutions for at least two years to help us improve our services.