How To Make A Complaint
We are committed to providing a high-quality service and are always looking for ways to improve. If something has gone wrong, we encourage you to let us know so we can work with you to resolve the issue.
Please email info@staffords.co.nz with details of:
- What has happened
- How you would like the matter resolved
If you have any supporting documents or correspondence, please include them with your email.
Our Complaint Process
Once we receive your complaint, we will:
- Acknowledge receipt within two working days
- Review and assess all relevant information
- Provide a response within 20 working days
External Dispute Resolution
If we are unable to resolve your complaint to your satisfaction, you may contact Financial Services Complaints Limited (FSCL) – A Financial Ombudsman Service.
FSCL is an independent, not-for-profit external dispute resolution service approved by the Minister of Consumer Affairs. Their service is free of charge.
FSCL Contact Details
Website: www.fscl.org.nz
Phone: 0800 347 257
Email: complaints@fscl.org.nz
Post: FSCL, PO Box 5967, Wellington, 6140