At Thrive, we're committed to delivering a great experience every time – but we know that sometimes things don’t go as planned. If something’s gone wrong or hasn’t met your expectations, we want to hear about it.
Please email us at admin@thrive.kiwi with a description of what happened and how you believe we can make things right. If you have any supporting documents or correspondence, please include those too – they’ll help us understand the situation better.
Here’s what you can expect once we receive your complaint:

• We’ll acknowledge your email within 2 working days.

• We’ll gather the relevant information and assess the issue thoroughly.

• You’ll receive a full response within 20 working days.
  
  If we're unable to resolve your concern to your satisfaction, you can escalate the matter to Financial Services Complaints Limited (FSCL) – A Financial Ombudsman Service. FSCL is a free, independent, not-for-profit organisation approved by the Minister of Consumer Affairs. They’re there to help fairly investigate and resolve complaints.
  
  You can find more information about FSCL at www.fscl.org.nz or by calling 0800 347 257.