Tel: 0274 439 019
Tel: 021 1024388
What should you do if something goes wrong?
If you have a problem, concern, or complaint about any part of my service, please tell me so we can try to fix the problem.
When we are notified of your dissatisfaction, we will consider it following our internal complaints review 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 5 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 cannot agree on how to fix the issue, you can contact Financial Services Complaints Limited (“FSCL”).
This service will cost you nothing and will help us resolve any disagreements. You can contact:
Financial Services Complaints Limited
Level 4, Sybase House, 101 Lambton Quay, Wellington 6011
FSCL 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.