At Fundagroup Insurance Brokers we are committed to providing you with excellent customer service and quality products. If you believe that we have not delivered in a particular area, we would like to hear your comments.
Complaints are an important part of maintaining and improving our standards. If you have any complaints regarding service or products, your first call is to talk to your Financial Service Provider (FSP) directly or to contact your FSP’s manager.
If your complaint is not resolved to your satisfaction or you do not wish to contact the people who provided your initial service, you can contact us using the following methods:
By phone: 09 278 8800
By email: admin@fundagroup.co.nz
In writing: Unit 1D, 39 East Tamaki Road, Papatoetoe
We handle Complaints in an open and transparent manner and will endeavour to resolve your complaint fairly and within 30 days. If we have not resolved your complaint within 30 days we will provide you with a written update as to the reason for the delay, what action is underway to resolve your complaint and advise you of the anticipated timeframe for a response.
In handling your complaint, there are a number of remedies available to us, including but not limited to;
If we are unable to resolve your complaint, you may refer it to Financial Services Complaints Limited (FSCL), of which Fundagroup Insurance Brokers is a member. FSCL is an approved independent dispute resolution scheme which handles complaints against financial service providers, including insurance brokers. FSCL is free to consumers and its decisions are binding on Fundagroup Insurance Brokers (but not on you). Further information about FSCL is available from www.fscl.org.nz.