Do you have a complaint or problem?We aim to provide you with the highest quality service and support. But if you do have a complaint or encounter a problem, please let us know as soon as you can. Our complaints process is outlined below If you are not satisfied with our financial advice service you can make a complaint by emailing [email protected], or by calling: 07 870 5385 or 027 459 7296. You can also write to us at: 515A Punui Road, Te Awamutu, 3800. When we receive a complaint, we will consider it following our internal complaints process: • We will consider your complaint and let you know how we intend to resolve it. We may need to contact you to get further information about your complaint. • We aim to resolve complaints within 10 working days of receiving them. If we can’t, we will contact you within that time to let you know we need more time to consider your complaint. • We will contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so. If we can’t resolve your complaint, or you aren’t satisfied with the way we propose to do so, you can contact the Insurance and Financial Services Ombudsman Scheme. The Insurance and Financial Services Ombudsman Scheme provides a free, independent dispute resolution service that may help investigate or resolve your complaint if we haven’t been able to resolve your complaint to your satisfaction. You can contact the Insurance and Financial Services Ombudsman Scheme by emailing [email protected], or by calling: 0800 888 202. You can also write to them at: P O Box 10-845 Wellington 6143 |
