Feedback, Complaints and Problems
As much as we love hearing about our wonderful service we also want to hear when we get it wrong too.
We try to make our clients happy by meeting, if not exceeding, your expectations. No matter how much we try to be accurate, honest and fair; at all times, occasionally complaints or problems can occur.
If you think that we have let you down or our service is less than you expected, let us know. We will try hard to resolve it fairly by carefully listening to you and responding in a professional, fair and timely manner.
If you have a problem, concern, or complaint about any part of our service, please contact Andre immediately and he will try to resolve the problem.
If we cannot agree on how to resolve the issue in a fair and timely manner, you can contact Financial Services Complaints Ltd (FSCL) . This service will cost you nothing, and will help us resolve any disagreements.
Our Complaints Process
How can we hear your complaint and resolve it.
In the first instance, you can let us know about your complaint by:
- Calling Andre and explain your complaint;
- Writing to us, explaining your complaint and attaching any necessary documentation;
- Visiting us and explaining your complaint.
If a resolution can not be negotiated immediately we will research a suitable negotiation and get back to you within 7 days. Sometimes we are phoned about a problem with one of our service providers and it may take some time to get hold of the right people who can contact you and resolve your problem.
For any written complaint we will phone you within 48 hours upon us receiving the complaint.
Our aim is to resolve your complaint as soon as possible and within 15 business days of receipt of the necessary information and completion of necessary investigations.
We will keep you informed of our progress during this period. If further information, assessment or investigation is required, we will agree reasonable alternative timeframes and we will keep you informed at least every 3 days.
We will only ask you for relevant information and you will have access to the information we have relied upon in assessing your complaint.
We will also take the opportunity to correct any mistakes in that information. In special circumstances, we may decline to release certain information but will not do so unreasonably. In these circumstances, we will give you our reasons in writing.
We value every client and always focus on building strong client relationships. We expect that the fair and prompt way we handle your complaint and our final decision will reflect that value.
If Your Complaint is Not Resolved
If your complaint is not resolved to your satisfaction, we will confirm to you in writing whether the dispute is one for FSCL.
Mortgage & Insurance NZ (FAP) FSP733012
Andre-Paul Stokes FSP Number FSP68562
FSCL Member Number 220
FSCL’s contact details are:
- www.fscl.org.nz
- complaints@fscl.org.nz
- 0800 347 257
