Making a complaint
This explains how you can make a complaint to our free, independent Internal Complaints Scheme and how we’ll try to resolve it to your satisfaction. It also outlines how to contact the Insurance & Financial Services Ombudsman Disputes Resolution Scheme.
We are committed to prioritising clients’ interests. Clients are the focus of our services. We believe clients’ concerns and complaints are one of the most important ways of understanding, and learning, what we need to do to keep improving and getting better at what we do. We are committed to achieving the highest standards we can in every area of our work and to continuous improvement.
A complaint is an expression of dissatisfaction made to the organisation, relating to the financial advice service I provide, or the complaint handling process itself, where a response or resolution is explicitly or implicitly expected.
Our Complaint Handling and Disputes process
When we receive a complaint, we will consider it following our Internal complaints process:
- We will consider your complaint and let you know how we intend to resolve it. Please be aware we may need to contact you to get further information about your complaint.
- You will be contacted either by phone or email within 48 hours a compliant being received. If we can’t resolve this issue, we let you know we need more time to consider your complaint and will do our best to have it resolved within five working days.
- If you are not satisfied with the outcome, you can ask for your complaint to be escalated. It will then be forwarded onto the Internal Complaints Committee for further review and investigation. You will then be advised of the outcome.
Tell us about your complaint
If you have a problem, concern, or complaint about any part of our service, please let us know in the first instance, so that we can try and fix the problem.
How to make a complaint
You may call us, visit us, write to our Internal Complaints Scheme or complete online complaint form.
Call us:
Call us on 07 834 0661 between 8am and 5pm Monday to Friday.
Visit us:
Visit us at either of our branches:
Wright Financial – Hamilton Branch
361 Ulster Street
Beerescourt
Hamilton 3200
Wright Financial – Te Awamutu Branch
2/2 Arawata Street
Te Awamutu 3800
Write to Us:
Wright Financial Internal Disputes Resolution
P.O. Box 9419
Hamilton 3240 or email to: [email protected]
Your letter or email should outline the issues and the nature of your concerns.
- Your name
- Your preferred contact details
- What your complaint is about, including:
- the financial advice service your complaint is about and what’s gone wrong.
- the resolution you are seeking.
- whether you believe you are experiencing financial hardship or difficulties and need assistance.
Or, you can fill in the online form:
What if you are still not happy with outcome?
If we cannot resolve your complaint or you are not satisfied with the way we propose to do so, we can issue a letter of deadlock. You can then refer your complaint to the Insurance & Financial Services Ombudsman (IFSO) Disputes Resolution Scheme. The IFSO Disputes Resolution scheme provides a free, independent dispute resolution service that may help investigate or resolve your complaint.
Contact the Insurance & Financial Service Ombudsman Scheme:
Post / Physical address:
PO Box 10-845, Wellington 6143, NEW ZEALAND
Level 2, Solnet House, 70 The Terrace, Wellington 6143
http://www.ifso.nz
Email Address:
[email protected]
Telephone:
0800 888 202
Website:
https://www.ifso.nz