Complaints Process

COMPLAINTS HANDLING AND DISPUTE RESOLUTION

We aim to behave in a way that does not cause complaints. However, we have a complaints policy and internal complaints process to ensure the efficient and effective handling of client complaints. We want to demonstrate our commitment to providing and improving a high-quality service to our clients. We see complaints as an important part of our client feedback and business improvement process.

Do you have a complaint?

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 aims to address your concerns.

STEP 1 – LET’S SORT IT OUT

Discuss your complaint with the person you’ve been dealing with and try to resolve it. 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 seven working days. 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.

STEP 2 – REVIEW

If your complaint is not resolved by Step 1, you can call, email or arrange to see our Managing Director Simon Webster by telephoning 027 817 9727, or by emailing simon.webster@financenz.co.nz or in writing to PO Box 65154, Mairangi Bay, Auckland.

Simon will look into your complaint and give you a written response.

STEP 3 – WE ARE A PARTICIPANT OF THE INSURANCE & FINANCIAL SERVICES OMBUDSMAN SCHEME (“IFSO SCHEME”).

You can refer your complaint to the IFSO Scheme if it has not been resolved after going through our complaints process. This is a free, independent dispute resolution service which will consider your complaint and, either reach an agreed outcome, or make a decision.

You can contact the Insurance and Financial Services Ombudsman Scheme at:

Address: PO Box 10-845, Wellington 6143
Telephone number: 0800 888 202 or 04 499 7612
Email address: info@ifso.nz