Our complaints process.
Internal complaints process
If you have a problem, concern, or complaint about any part of the financial advice you have received from us, you may contact us using any of the following means:
by telephone: 022 350 1797
by email: admin@homeloanstudio.co.nz using the heading “Complaint – your name”. Please set out the nature of your complaint and the resolution you are seeking.
When we receive a complaint, we will consider it following our internal complaints process:
We will acknowledge your complaint and record it in our complaints register within 24 hours.
We will investigate your complaint and may need to contact you to get further information.
We aim to resolve complaints within 5 working days of receiving them. If we can’t, we will contact you within that time to let you know we need more time to consider your complaint.
We will contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so.
If we can’t resolve your complaint, or you aren’t satisfied with the way we propose to do so, you can contact Financial Services Complaints Limited.
Dispute resolution process
If our internal complaints process does not resolve your complaint to your satisfaction, you may refer your complaint to Financial Services Complaints Ltd (FSCL) – A Financial Ombudsman Service. FSCL is our independent external ombudsman and dispute resolution service that has been approved by the Minister of Consumer Affairs under the Financial Service Providers (Registration and Dispute Resolution) Act 2008. FSCL’s service is free of charge to you.
You can contact Financial Services Complaints Limited at:
Financial Services Complaints Limited (FSCL) - A Financial Ombudsman Service
Telephone: 0800 347 257 (freephone if within New Zealand) or +64 4 472 3725 (if calling outside New Zealand)
Postal: P O Box 5967, Wellington 6140
Email: complaints@fscl.org.nz
Website: http://www.fscl.org.nz