Complaints Handling and Dispute Resolution
If you are not satisfied with our financial advice service you can make a complaint by any of the following:
Email: tim@zerorisk.co.nz
Telephone: 07 3782405
Postal Address: P O Box 2113, Taupo, 3330.
Upon submitting any complaint you may have we will confirm with you receipt of said complaint within 2 working days.
Zero Risk has a standard process when considering any complaint and this includes the following:
Acknowledge receipt of your complaint within 2 working days and let you know the process we intend to follow with a view to resolve it.
Where necessary, we will request any supporting documentation or information from you that may assist us in assessing a complaint.
We aim to resolve complaints within 10 working days of receipt. If we cannot we will contact you within that time to let you know we need more time to consider your complaint. We will contact you in person, by phone or email to let you know whether we can resolve your complaint and how we propose to do so.
If we cannot agree on how to resolve your complaint, the solution offered, or you decide not to use our internal complaints process, you can contact Financial Services Complaints Limited.
Financial Services Complaints Limited provides a free, independent dispute resolution service that can help investigate and resolve your complaint.
You can contact Financial Services Complaints Limited through any of the following
Email: complaints@fscl.org.nz
Telephone: 0800 347 257
Postal Address: PO Box 5967, Wellington 6140.
Services provided by Financial Services Complaints Limited can include:
Provides an independent, impartial external dispute resolution service for consumers and financial service providers.
Free to consumers (no cost for making a complaint).
Receives and processes complaints about financial services and products from affected consumers.
Guides and supports complainants and providers through the complaint process.
Investigates complaints and works toward a fair resolution between the parties.
Offers complaint lodgement options (online form, phone, email, post).
Can help resolve complaints about a wide range of services, including insurance
May facilitate settlement discussions/meetings between complainant and provider (similar to mediation-style resolution), helping parties negotiate outcomes before formal decision.
Publishes resources, guides, and case studies to help consumers and providers understand common issues and processes.
Provides industry education and updates to participating financial service providers about complaint handling and regulatory expectations.