SUBMIT
DISPUTE RESOLUTION FACILITIES
If you have any complaints, we are happy to discuss these with you in the first instance in an endeavour to come to a mutually satisfactory resolution. If you prefer not to deal with your personal adviser directly, please contact: The Compliance Manager, Camelot NZ LP, PO Box 104, Wellington, telephone 04 473 7818. In addition, if your complaint concerns one of our supplier companies (e.g. fund manager, insurance company, etc) they will usually have an internal complaints logging and handling system to which you should refer.
If we cannot come to an agreement, you may make the complaint to the Financial Dispute Resolution Services of which we are a member. This has a three-step process. We are bound by the outcome of that process. You can choose to be bound by the outcome but you can also choose to be free to pursue other legal avenues.
In the event of an unsatisfactory outcome from your perspective, then a complaints process exists within the Institute of Financial Advisers (IFA), of which I am a member and by which I am bound. The IFA can be contacted at P.O. Box 5513, Wellington, Ph: (04) 499 8062; Fax: (04) 499 8064.
Any complaints referred to the IFA are recorded, then investigated to determine likely degree of seriousness, then depending on the level of severity handled by IFA National Office staff directly with the client concerned, or referred on to a Professional Complaints Committee consisting of a legally qualified chair-person and two professionally credentialed advisers to resolve.
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