What do we need to know?

If you wish to make a complaint please review the guidelines outlined below. These guidelines are there to assist you to provide us with all the information we need to be able to promptly respond to your concern. You will need to complete a Complaint Form. These are available on our website or you can request one from your Adviser.


1. Your name and contact details

It is important for us to keep in contact with you throughout the complaints process – we require your contact details in full to ensure we can do this. Remember to let us know your preferred contact details and also the best time to make contact with you. If you are acting on behalf of a complainant we will need your details too. Please note all information you supply to us is confidential and will only be used in relation to the complaint.

2. The outcomes you believe would resolve the complaint

Think about what would make the problem go away for you. What would make you feel that the complaint had been resolved?

Some ideas that may help you define this are:

  • An apology
  • A statement that an issue such as this will not arise again – for you or anyone else
  • A meeting with the Adviser to discuss the issues personally
  • Other options you feel will resolve the issue.

Please be aware that it may not be within our power to:

  • Offer compensation unless there is evidence of overcharging and reason to believe the complainant is entitled
  • Dismiss an Adviser

3. What is the complaint about?

Tell us exactly what it is that the Adviser or Company has done that has caused you to complain.  Please try to include only what is relevant to the event.  Be sure to include the date the event occurred.

If you can focus clearly on what your complaint is about it will help us find a resolution as quickly as possible.

Provide us with any documentation or evidence in relation to the complaint to help us proceed with an investigation. We will make our own investigations also, but any information you can provide may help to speed up the process.


What happens with my complaint?

When your complaint has been received by us the following steps will take place:

  1. Initially you will receive a Complaint Received Letter along with a complaint reference number which will be used as reference to your complaint in any communications moving forward.
  2. We will investigate your complaint and take into consideration your desired outcomes.
  3. We will make a decision on the complaint and send through written communication as to our proposed resolution.
  4. If you accept this resolution, we will complete the steps proposed to resolve the outstanding issues and close the complaint.
  5. If you decline this resolution communication will be made to you in writing that we have reached Deadlock and we will issue a Deadlock notice.
  6. If you are unhappy with this result you may contact the FDR Scheme as detailed in our written communications.


Questions?

If you have any questions please contact our Complaints Manager:

Name: Dean Logan

Phone: 021 369 601

Email: complaints@logansmythe.co.nz

Mail: PO Box 37203, Halswell, Christchurch 8245

COMPLAINTS FORM