Learn from Complaints
At Fifo Capital, we do not like complaints and do everything in our power to avoid them. However, we recognise that sometimes they are a fact of life, and they allow us an opportunity to better our client services. So please, if you feel aggrieved, let us know.
We aim to perform our services with the best care, skill and integrity based on the needs you have advised to us. We always treat clients fairly however we recognise that occasionally things can go wrong. This guide describes our process for dealing with any service issues or complaints.
If you have any complaint in respect of the service Fifo Capital has provided to you, we want to hear about it so that we can investigate your concerns. Similarly, if you have positive suggestions about how we can improve our service, please let us know.
How to Make a Complaint
First, contact us by telephone, email or in writing to explain your problem. Wewill endeavour to resolve your complaint immediately and reach a resolution together with you.
Nearly all service issues and complaints are quickly resolved in this way.
Our contact details to submit your complaint are: phone 0800 863-436; email [email protected]; post PO Box 137375 Parnell Auckland 1151. Please try to provide as much information as possible about the reasons for your complaint and the resolution you are seeking.
Next, if we are not able to resolve your complaint locally within 5 business days, it will be referred to Managing Director for an internal review.
Alternatively, you can contact the Managing Director on 0800 863-436 or you can email details of your complaint to [email protected] addressing the email to the Managing Director. Again, please try to provide as much information as possible about the reasons for your complaint and the resolution you are seeking.
The Managing Director will acknowledge receipt of your complaint (you may be asked to complete a Complaint Form) and will endeavour to provide you with a decision or proposal for resolution within 20 business days. (Please note that often this response is provided within 5 business days however, if your complaint is complex and may take longer to resolve, we will advise you of this and will keep you informed of progress.)
Then, sometimes it is not possible to resolve a complaint by agreement. If you are not satisfied with our final response, then you may seek legal advice or refer the matter to Financial Services Complaints Limited (FSCL), to independently review your complaint (subject to their terms of reference). There is no cost for you to ask FSCL to independently investigate your complaint however you must contact FSCL within 2 months from the date of our final response otherwise they will be unable to assist. FSCL can be contacted by email [email protected] or by calling 0800 347 257. Full details on the FSCL scheme can be obtained on their website www.fscl.org.nz. Please note before FSCL can investigate your complaint, they do require you to have first provided us with the opportunity to address your complaint.