How to complain

I strive in providing quality service to keep my clients happy, however, if you are dissatisfied in any way with my service, please let me know as soon as possible, so I can make it right.

I have a formal internal complaints handling process, and aim to reach a resolution with you quickly and efficiently.

I 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 my service, please lodge your complaint by clicking on the link below. I will acknowledge receipt of your complaint within 2 working days and I will ensure your complaint is at the top of my priority list.

Alternatively, you can phone me on 021 650-082 or email me at corey@rixinsurance.co.nz to discuss your complaint.

Step 2

I will try to resolve your complaint with you within 10 working days. This may mean I will contact you via phone or email to try to arrange a meeting. I will do my very best to solve the complaint with you internally. In some instances, I may need to ask you for further information or agree on an extension if the issue is complex, or there are problems outside my control.

Step 3

If I cannot resolve this complaint internally (the complaint is ‘deadlocked’ e.g. no agreement reached, or the complaint is not accepted), I am a member of Financial Services Complaints Limited (FSCL). FSCL is a free, independent dispute resolution scheme. You can contact FSCL if you are not satisfied with the outcome of my internal complaints process. My dispute resolution scheme must be contacted within two months of being informed of my decision.

Details of my dispute resolution scheme can be found on my disclosure document and listed below:

Financial Services Complaints Limited (FSCL)

Freephone 0800 347-257
Telephone 04 472-3725
Email complaints@fscl.org.nz
Website www.fscl.org.nz

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