If you are not satisfied with the financial advice service received from an adviser at Genesis Advice, you can make a complaint by sending an email to David Lowe david.lowe@genesisadvice.co.nz or post to PO Box 17261, Greenlane, Auckland 1546.

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Genesis Advice 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 Insurance and Financial Services Ombudsman.

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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.

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

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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 Insurance and Financial Services Ombudsman. This service is free and an independent service that will help investigate or resolve the complaint.