(Stage 4 – When a complaint is made)
Your complaint has been received. We are keen to resolve your complaint as quickly as we can and clear up any misunderstandings.
We are currently gathering information about your complaint and may contact you again to obtain further information. We aim to resolve complaints immediately or within 2 business days of receiving them. If we need more time to investigate your complaint, we will let you know when you can expect to receive a response to your complaint. We will contact you by phone, email or letter to let you know whether we can resolve your complaint and how we propose to do so.
Complaints handling and dispute resolution
If you are not satisfied with our service or advice, please tell us as soon as possible.
Call: +64 9 303 4586
Write to: Findex Advice Services NZ Limited, Complaints, Level 29, 188 Quay Street, Auckland 1010 When we receive a complaint: The complaint will be acknowledged immediately then notified to the Findex group Disputes Division.
Our complaints process is:
We will consider your complaint and work with you to resolve it. Where possible, we try to resolve your complaint immediately or within 5 business days. We will immediately complete our internal paperwork lodging the complaint with our internal disputes team within 3 business days. If unable to resolve your complaint immediately or within 5 business days, we will investigate your compliant further and aim to resolve complaints within 30 days of receiving the complaint. If we need more time to investigate your complaint, we will let you know when you can expect to receive a response to your complaint. We will contact you by phone, email or letter to let you know whether we can resolve your complaint and how we propose to do so. If after further investigation, we resolve your complaint. We will notify you in writing.
If we are unable to resolve your complaint internally, we will write to you advising of the reasons for this outcome and the courses of action available to you from here. We will do this no more than 30 days after the complaint is lodged with us.
If we cannot agree on how to fix the issue, or if you decide not to use our internal complaints scheme, you can contact our external disputes resolution scheme, Financial Services Complaints Limited (FSCL). FSCL provides a free and independent dispute resolution service that may help to investigate or resolve your complaint if we haven’t been able to do so to your satisfaction.
To contact FSCL:
Call: 0800 347 257 or +64 4 472 3725
Write to: FSCL, P O Box 5967, Wellington 6140