Disappointed? Let’s see if we can get it right for you
If you have a complaint about a product or any part of our service, we want to know about it so we can try and fix it for you.
We have a formal internal disputes resolution process which you can initiate by filling in the complaints form below. Alternatively, you are welcome to make your complaint by:
- Email: Send to email@example.com
- Verbally: Phone Sam Kodi on (021) 283 5065 or (09) 576 7081
- By letter: Send to 315a Pakuranga Road, Pakuranga 2010, Auckland.
We will acknowledge your complaint within 2 days of receipt. Please note, we may need to ask you for further information.
We will try to reach a satisfactory resolution with you as soon as possible, normally within 10 working days. However, resolution of matters which are complex or involve issues outside of our control may take longer.
***DOWNLOAD A COPY OF OUR DISCLOSURE STATEMENT HERE
If we cannot agree on a resolution you can contact the Financial Dispute Resolution Service (”FDRS”).
FDRS is an external financial dispute resolution scheme approved by the Minister of
Consumer Affairs under the Financial Service Provider (Registration and Dispute Resolution) Act 2008. It offers a free and independent complaints service to customers of its Participants and can be contacted as follows:
Phone: 0508 337 337
Fax: (04) 918 4901
Post: Freepost 231075
PO Box 2271
They will investigate your complaint and work to facilitate an agreed resolution. If this is not possible FDRS may make a formal decision which is binding on Sam Kodi, but not you unless you accept the decision. The process is free to you and FDRS will assist you to lodge your complaint.