Complaints Process

What if something goes wrong?

We value the ability of our clients to provide feedback about the service they have received as well as the opportunity to put it right when they are unhappy with any aspect of our service.

If you would like to raise concerns about the service you have received, we have an internal complaint process that we will follow when we receive your formal complaint.

Our internal process involves:
1. Requesting your complaint in writing
2. Acknowledging the receipt of your complaint within 2 working days of receiving it.
3. Investigating your concerns by speaking with all the involved parties and reviewing all the documentation we hold on file.
4. Providing a formal written response within 28 days of acknowledging your concerns.

If you would like to make a complaint, please email: info@rsl.net.nz

If you are unsatisfied with the outcome of our internal complaints process, you are able to escalate it to our dispute resolution scheme:

Scheme: Financial Services Complaints Ltd (FSCL) – A Financial Ombudsman Service
Address: Level 4, 101 Lambton Quay, Wellington 6011
Telephone number: 0800 347 257
Email address: complaints@fscl.org.nz

They are an independent dispute resolution service provider that helps resolve complaints about financial service providers, free of charge.