Complaints & Dispute procedure

Here’s how we help:

We aim to provide a high-quality, professional service for all clients at all times. If you are not satisfied with the financial advice service received from us, we would like to know. We encourage you to provide full details of your complaint in writing to us via email or post as soon as possible so we can fully investigate your complaint. Please see our complaint & dispute procedure below for Amicus Group Limited and for Amicus Brokers Limited.

For Amicus Group Limited

If you are not satisfied with the financial advice service received by Amicus Group Limited, you can make a complaint by sending an email to joanned@amicus.co.nz or post to PO Box 5507, Papanui, Christchurch 8542.

If we receive a complaint, we are obliged to consider it following the Wealthpoint complaints process; this includes:

  • Letting you know how we intend to resolve the complaint. We may contact you to obtain further information about your complaint.
  • Aiming to resolve complaints within 10 working days of receiving them. If that is not possible, we will contact you within that time to let you know they need more time to consider your complaint.
  • Contacting you by phone or email to let you know whether we can resolve your complaint and how they propose to do so.

If your complaint cannot be resolved, or you are not satisfied with the way proposed to do so, you can contact IFSO. IFSO provides a free, independent dispute resolution service that may help investigate or resolve your complaint. If your complaint has not been resolved to your satisfaction.

You can contact IFSO by emailing info@ifso.nz or by calling 0800 888 202. You can also write to them at Insurance & Financial Services, Ombudsman Scheme, PO Box 10-845, Wellington 6143, New Zealand.

At any time, if you require, we will provide you with all the information that Amicus holds that is or may be relevant to your complaint. Criminal acts will be reported to the Police.

For Amicus Brokers Limited

If you are not satisfied with the financial advice service received by Amicus Brokers Limited, you can make a complaint by sending an email to sarahr@amicus.co.nz or post to PO Box 5507, Papanui, Christchurch 8542.

Amicus acknowledges the rights of the client outlined within the Insurance Council of New Zealand’s Fair Insurance Code

If you make a complaint to us we will:

  • Let you know that we have received your complaint within 5 working days unless it has been resolved to your satisfaction within that time.
  • We will contact you to discuss the complaint and to ascertain whether an investigation is necessary.
  • Let you know within 10 working days whether we feel your complaint is justified. If we need more time to investigate your complaint we will advise you of this and why more time is needed.
  • Provide you with reasons for our decision
  • Advise you of actions we propose to take
  • Advise you of the appeal procedures and your rights to complain to Financial Services Complaints Ltd (FSCL) for any complaints regarding Amicus Brokers.

If a complaint is received by us, we will approach all complaints with an open mind, listen, and treat each complainant as an individual and with courtesy and respect. We will promptly acknowledge the complaint at the earliest possible opportunity and every attempt will be made to resolve your complaint in a timely manner, with staff escalating as necessary to our Complaints Manager.

You will receive a written decision, remedies, and resolution as soon as practicable after we have decided the outcome.

If you feel your complaint is not resolved to your satisfaction using our complaints process, or you are unsatisfied with the response or resolution, you can contact Financial Services Complaints Ltd (FSCL).  FSCL is a dispute resolution scheme of which we are a member. This service is free and an independent service that will help investigate or resolve the complaint. Find out how to make a complaint to Financial Services Complaints Limited.

You can contact FSCL by emailing info@fscl.org.nz or by calling 0800 347 257. You can also write to them at Financial Services Complaints Ltd, P.O. Box 5967, Wellington 6145, New Zealand. We aim to provide a high-quality, professional service for all clients at all times.

At any time, if you require, we will provide you with all the information that Amicus holds that is or may be relevant to your complaint. Criminal acts will be reported to the Police.

 

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