The One50 Group are committed to providing a high standard of care for all our clients, our goal is to have loyal and happy customers and to ensure our services are consistently meeting people’s needs. So, if you are not completely satisfied in your dealings with us please let us know so we can help resolve this with our internal complaint handling process.
We will acknowledge your complaint within 2 working days and aim to resolve the complaint within 10 working days if the issue is complex or there are issues outside our control we may need to ask you for further information or agree on an extension with you
Sometimes no matter how compassionately and comprehensively we manage a complaint, the client may wish to take the matter further and they are entitled to do so.
They can elect to take it up with Financial Services Complaints Ltd this is a Financial Dispute Resolution Service and 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. They will investigate your complaint and work to facilitate an agreed resolution.
If this is not possible the Scheme may make a formal decision which is binding on One50 Group, but not you unless you accept the decision. The process is free to you and the Scheme will assist you to lodge your complaint. The Scheme can be contacted at www.fdrs.co.nz or 0508 337 337.