Complaint Process
We're committed to delivering services that meet your expectations. We acknowledge that all clients have the right to express dissatisfaction and to have their complaints heard in a fair and prompt manner. Complaints, though undesirable, also offer us an opportunity to improve our operations, build a stronger relationship with you, and show you that as a client your opinions and needs are important to us.
If however, we have let you down, we want to hear about it. Complaints may be received verbally either in person or by telephone, or in written and email form.
What to Expect When You Make a Complaint
We are committed to dealing with complaints efficiently and positively. When a complaint is received, we will listen to you with patience and understanding and promise to be courteous. We will work with you to obtain a satisfactory resolution, keeping your best interest in mind.
How to Make a Complaint
Each complaint, regardless of the way it was received, will be recorded and retained in our Complaints Register. You can let us know about your concern in any of the following ways:
- A quick chat to your advisor or one of our staff either telephonically or in person. This is often enough to sort out your concern.
Call us on:
0800 344 700
Visit us at:
430 Ulster Street Beerescourt Hamilton 3200
Alternatively, you can send an email or letter. A representative will endeavour to reach out to you within 24 hours of receiving a written complaint (or within 48 hours if received outside of working hours on a weekend).
Send an email to:
complaints@fgis.co.nzSend a letter to:
PO Box 21017 Rototuna Hamilton 3256
Identify the Issues
We will go through a process to identify the exact issues you as the client have raised. We will work with you to identify why you believe it is an issue and the impact of the issue on yourself or your business. From there, we will be able to identify what outcome(s) you are seeking. An attempt to find an outcome that is agreeable to all parties concerned will then be made.
Should your complaint be against the insurance provider, we will instruct you of your right to submit a complaint directly to them and provide the relevant contact information in order for you to do so.
We will further act as the middleman to try to come to an agreeable outcome for all parties concerned.
Senior Manager Involvement
If we can't resolve the issue together, you'll be referred to a senior manager who will aim to investigate and resolve your complaint within two working weeks.
Independent Dispute Resolution
If after working with a senior manager we still haven't been able to resolve the issue, you will be directed to escalate your case to our independent dispute resolution provider.
We have appointed Financial Services Complaints Limited (FSCL) as our independent dispute resolution provider. FSCL is a free, fair, and independent service.
FSCL - Financial Services Complaints Limited
Call: 0800 347 257
Email: complaints@fscl.org.nz
Website: fscl.org.nz
Address: PO Box 5967, Wellington 6140
If a complaint is escalated to FSCL, information will be gathered from both parties. FSCL will then enter into an investigation and/or mediation stage which may involve meetings or video/telephone conference calls with the representative of FSCL acting as a mediator. The goal of mediation is to reach an agreement. If this doesn't happen, FSCL will recommend a settlement based on the information available. Should the proposed settlement not be accepted, FSCL will impose a final decision that is binding.
Further Escalation
Should FSCL's decision be disputed, the parties have the option to progress to a dispute tribunal or to the appropriate court of law.
What Constitutes a Complaint
A complaint is an expression of dissatisfaction communicated by a client who has received financial advice about a product or service through us and there is a request to remedy the situation.