client complaint process
Resolving a Complaint
If you have a complaint about our services/ advisor, we would be happy to meet with you to discuss the nature of the complaint promptly so that we can attempt to resolve it fairly and efficiently between ourselves. You would be welcome to bring any support person you wish to have come with you to such a meeting.
You may make your complaint to the insurance adviser handling your matter at the first instance or, if you would prefer to discuss the complaint with someone other than your adviser, you may contact our Complaints Administrator, Bharti Parsotam. She may be contacted by email: email@example.com or by phone at 07 855 3482. At this stage all complaints must be received in writing. All complaints received are recorded in our Complaints register and we continue to monitor your feedback to improve our products and services offered.
We will send you an acknowledgement of the receipt of your complaint in writing within two working days of receiving your written complaint and will seek to respond to the complaint within 7 days of meeting with you or receiving full details of it. This time may be extended for complex cases and you will be informed of any extension in writing.
If the above response is not acceptable to you, we will assist you in taking your complaint to an independent dispute resolution body, Financial Dispute Resolution Services, operated by Fairway Resolution Limited which is familiar with financial advisory issues. We will assist you taking your complain to Financial Dispute Resolution within 10 working days of your advice that the outcome is not acceptable. FDRS contact details are below:
0508 337 337
If you are calling from outside New Zealand, call +64 4 910 9952
PO Box 2272
Financial Dispute Resolution recommendation is not binding on the parties but should be used as a basis for negotiating a resolution to the complaint.
If you are still not happy with the above response to your complaint, you may refer your complaint to the FMA (Financial Markets Authority) on 0800 434 566 (in New Zealand) OR 00 64 3 962 2698 (outside New Zealand) OR visit www.fma.govt.nz to get detailed information on complain procedure and making an online complain to FMA.