We want to make things right
We aim to behave in a way that does not cause complaints. However, we do have a complaints policy and internal complaints process in place to ensure the efficient and effective handling of client complaints.
All staff are responsible for identifying and responding to complaints in the first instance and directing clients to our internal complaints process if the complaint cannot be resolved.
We record all complaints in our complaint register so that we can learn from these client experiences and improve our business.
deal with complaints in a fair and transparent manner
treat complaints with priority and give a timely response
be fair and act with integrity
For more details, please view our full Complaints Document.
Client Complaint Process
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 adviser that you’ve been dealing with and try to resolve it together.
Call us: 03 343 2111
Email us: email@example.com
Or arrange to meet with our adviser.
Step 2 – Review
If your complaint is not resolved by Step 1, you can call, email or arrange to meet our director Ramzi Toumi and discuss the details of your complaint and address any other concerns. His phone is 021 808 583 and his email is firstname.lastname@example.org. He will look into your complaint and give you a written response.
Step 3 – We are a Participant in 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 that will consider your complaint and, either reach an agreed outcome or make a decision.
See www.ifso.nz or call 0800 888 202 for information on the IFSO Scheme.
Insurance & Financial Services Ombudsman Scheme
PO Box 10-845