COMPLAINTS HANDLING AND DISPUTE RESOLUTION

If you are not satisfied with our service or financial advice, please tell us as soon as possible.

Call: 022 492 4145
Email: [email protected]
Write to: 309 Ngunguru Ford Road, RD 3, Whangarei, 0173

When we receive a complaint:

• We will consider your complaint and let you know how we intend to resolve it. Where possible, we try to resolve your complaint immediately.
• If we are unable to resolve your complaint immediately, we will acknowledge your complaint within 2 business days. We may contact you to get further information about your complaint.
• We aim to resolve complaints within 5 working days of receiving them. If we need more time to investigate your complaint, we will let you know when you can expect to receive a response to your complaint
• We will contact you by phone, email or letter to let you know whether we can resolve your complaint and how we propose to do so.

If we cannot agree on how to fix the issue, or if you decide not to use our internal complaints process, you can contact our external disputes resolution scheme and financial ombudsman service, Financial Services Complaints Limited (FSCL).

FSCL provides a free and independent dispute resolution service that may help to investigate or resolve your complaint if we haven’t been able to do so to your satisfaction. They are an independent, not-for-profit, external dispute resolution service approved by the Minister of Consumer Affairs.

FSCL’s role is to investigate and fairly resolve complaints. Their service is free (it does not cost you anything).

FSCL’s contact details are:

fscl.org.nz
0800 347 257
[email protected]
FSCL, PO Box 5967, Wellington 6140

HOW WE CAN HELP

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