Complaints Process

If you are dissatisfied in any way with our service, we want to know about it. We want to get it right for you.

We have a formal internal complaint handling process and will try to reach a satisfactory resolution with you as soon as possible.

Please contact Levi Parinas

Phone: (04) 460-5211

E-mail: levi@futuresecure.nz

Post: NTT Tower, Level 16, 157 Lambton Quay, Wellington Central, Wellington 6011

Your initial contact may be made:

• by telephone
• by email
• in person, or
• in writing.

What to expect

Future Secure Financial Services Limited is committed to resolving your complaint or dispute as quickly as possible, which is why your concern will be handled by a member of staff who has the necessary authority to deal with it effectively

You may expect a written acknowledgement within three (3) working days after we receive your complaint and a written decision, together with an explanation for the decision within seven (7) working days.

We may need to ask you for further information or agree on an extension if the issue is complex or there are issues outside our control.

If we cannot agree on a resolution you can contact our independent external dispute resolution scheme, Financial Services Complaints Limited.

Financial Services Complaints Limited 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.

Contact details for Financial Services Complaints Limited

Freephone: 0800 347 257
Email: complaints@fscl.org.nz

Website: http://www.fscl.org.nz/
Post: PO Box 5967, Wellington 6140
Physical: Level 4, 101 Lambton Quay, Wellington 6011

They will investigate your complaint and work to facilitate an agreed resolution. If this is not possible Financial Services Complaints Limited may make a formal decision which is binding on us, but not you unless you accept the decision. The process is free to you and the Scheme will assist you to lodge your complaint.