CODE OF PROFESSIONAL CONDUCT
The advice we provide must meet legal duties to meet standards of competence, knowledge and skill; Give priority to our client’s interests; exercise care, diligence and skill, meet standards of ethical behaviour, conduct and care.
This means we are required to:
ETHICAL BEHAVIOUR, CONDUCT AND CLIENT CARE
PART 2: COMPETENCE, KNOWLEDGE AND SKILL
THIS IS ONLY A SUMMARY OF THE DUTIES THAT WE HAVE. MORE INFORMATION CAN BE FOUND BY VISITING THE FINANCIAL MARKETS AUTHORITY WEBSITE AT WWW.FMA.GOVT.NZ
OUR COMPLAINTS POLICY
We value complaints.
A COMPLAINT IS AN OPPORTUNITY FOR US TO GET THINGS RIGHT IF WE DIDN'T DO SO THE FIRST TIME
We aim to behave in a way that does not cause complaints. However, we have a complaints policy and internal complaints process to ensure the efficient and effective handling of client complaints. We want to demonstrate our commitment to providing and improving a high-quality service to our clients. We see complaints as an important part of our client feedback and business improvement process.
A complaint is “an expression of dissatisfaction made to you or to a person engaged by you, relating to your financial advice service (including any regulated financial advice given to a retail client by you or on your behalf), or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected. A complaint includes a complaint about a failure to provide a service or give advice”.
All staff are responsible for identifying and responding to complaints in the first instance and directing clients to our internal complaints process if the complaint cannot be resolved.
We record all complaints in our complaint register so that we can learn from these client experiences and improve our business.
deal with complaints in a fair and transparent manner
treat complaints with priority and give a timely response
be fair and act with integrity
take a genuine, fresh look at the issues raised and not be defensive
try to see things from the client’s perspective, to understand and address why they think we were wrong
acknowledge our mistakes and put them right if we can
manage complaints using a defined and agreed process
make sure clients know how our complaints process works, are clear which stage of it they have reached and what will happen next
train our staff to apply the policy and processes for complaints resolution.
STEP 1 – LET’S SORT IT OUT
Discuss your complaint with me and try to resolve it.
Call me on 021 229 0226; email: or come and see me.
STEP 2 – REVIEW
If your complaint is not resolved by Step 1, you can complete a Feedback Form, which details your concerns. I will look into your complaint and give you a written response.
STEP 3 – I AM A PARTICIPANT OF THE INSURANCE & FINANCIAL SERVICES OMBUDSMAN SCHEME (“IFSO SCHEME”).
You can refer your complaint to the IFSO Scheme if it has not been resolved after going through our complaints process. This is a free, independent dispute resolution service which will consider your complaint and, either reach an agreed outcome, or make a decision.
See www.ifso.nz or call 0800 888 202 for information on the IFSO Scheme.
Insurance & Financial Services Ombudsman Scheme
PO Box 10-845