We pride ourselves in providing quality service to keep our clients happy, however if you are dissatisfied in any way, please let us know as soon as possible, so we can make it right.
We have a formal internal complaints handling process, and aim to reach a resolution with you quickly and efficiently.
We will keep you informed through all stages of the process. Your complaint will also be kept confidential and confined only to the involved parties, except with your consent.
Step 1 – If you are dissatisfied with any part of our service, please contact us through phone, email, letter, or via our website. Your complaint is at the top of our priority list, and is communicated with our Director, Richard Sewak, as soon as possible after we receive it.
- 0800 477 488 or 021 773 925
- P O Box 42090, Tower Junction, Christchurch, 8024
Step 2 – We aim to resolve your complaint with you within seven working days. This may mean we will contact you via phone or email to try to arrange a meeting. We will do our very best to solve the complaint with you internally. In some instances, we may need to ask you for further information or agree on an extension if the issue is complex, or there are problems outside our control.
Step 3 – If we cannot resolve this complaint internally (the complaint is ‘deadlocked’ e.g. no agreement reached, or the complaint is not accepted), we belong to an external Dispute Resolution Scheme, which you have access to, free of charge. Our dispute resolution scheme must be contacted within two months’ of being informed of our decision.
Details of our dispute resolution scheme can be found on our disclosure documents and listed below:Financial Dispute Resolutions Scheme