We have a Process for both Complaints and Compliments
Complaints – If you have a problem, concern or complaint about any part of our advice or service, please tell us so that we can try to fix the problem.
We have an internal complaints process and undertake to investigate your concerns promptly and fairly. Our complaints manager is Norm Waldon, who can be reached via email at firstname.lastname@example.org or by telephone on 0274 852035.
Norm will endeavour to reply to you within 48 hours.
You can also write to us at P.O. Box 79205, Avonhead, Christchurch 8446, New Zealand.
If we receive a complaint, we will consider it by 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.
We are a member of an independent dispute resolution scheme operated by Financial Services Complaints Limited (“FSCL”).
If we can’t resolve your complaint, or you aren’t satisfied with the way we propose to do so, you may refer the matter to FSCL by emailing email@example.com or calling FSCL on 0800 347257.
Full details of how to access the FSCL scheme can be obtained on their website www.fscl.org.nz. There is no cost to you to use the services of FSCL.
Compliments – We are always grateful for any positive feedback as we do try to do our best. Constructive criticism is also welcomed, so that we can constantly improve and evolve our services to meet your expectations.
Please feel free to email Norm at firstname.lastname@example.org, or telephone on 0274 852035 if you have any ideas or feedback – this is much appreciated.
If you would like to provide a testamonial then please also email Norm, and we will be pleased to add your comments to the messages already posted. Thanks !
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