Corcoran Smith Financial Limited In-house Complaints and Dispute Resolution Procedures
Our complaints and dispute resolution procedures are designed to provide a simple and personalised process for resolving any complaint you might have about the service you have received from our agency.
1. Call 03 422 2205 or fill out this form or email enquire@corcoransmith.co.nz to speak to the company director, either Torrone Smith or Sam Corcoran and tell us what your concerns are. Let us know what you would like done about your complaint. We will acknoledge your complaint within 2 workig days.
2. We may ask you to put your complaint in writing so that we can investigate it. We will need a brief period of time to talk to the team members involved. We promise to come back to you within 20 working days with a response to your complaint. That response may be in writing. As part of that response, we might ask you to meet with members of our team to discuss the complaint and try to agree on a resolution.
3. If we are unable to come to an agreed resolution after a meeting, or if you don’t wish to meet with us, then we will provide you with a written proposal to resolve your complaint.
4. If you do not accept our proposal, please try and advise us in writing within 5 working days. You can, of course, suggest another way of resolving your complaint.
5. If we accept your preferred resolution, we will attempt to implement that resolution as soon as possible. If we decline your preferred resolution, we may invite you to mediate the dispute.
6. If we agree to mediate the complaint but don’t settle the complaint at mediation, or we do not agree to mediate the dispute, then that will be the end of our process.
Remember:
If we cannot resolve your complaint to your satisfaction, you can contact Financial Services Complaints Limited - a Financial Ombudsman Service. They are an independent, not-for-profit, external dispute resolution servicing approved by the Mininster of Consmer Affaits. Financial Services Complaints Limited's role is to investigate and fairly resolve complaints. Theri service is free (it does not cost you anythings).
Financial Services Complaints Limited contact details are:
Website: fscl.org.nz
Phone: 0800 347 257
FSCL, PO Box 5967, Wellington 6140, New Zealand
