Complaints policy

Affinity+Co Life Limited who trades as affinity+co is committed to providing you with excellent service, quality advice and products.

Complaints policy

Affinity+Co Life Limited who trades as affinity+co is committed to providing you with excellent service, quality advice and products.

Complaints policy

Affinity+Co Life Limited who trades as affinity+co is committed to providing you with excellent service, quality advice and products.

Complaints

If you are not satisfied with any service, advice or product we have directly provided you as your Insurance Advisers, please contact us in the first instance to lodge a complaint with us. We will acknowledge your complaint as soon as practical and try to resolve the matter directly with you.

When a Wealthpoint adviser receives a complaint, they are obliged to consider it following the Wealthpoint complaints process:

This includes:

  • Letting you know how they intend to resolve it the complaint. The Wealthpoint adviser 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, the Wealthpoint adviser 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 the adviser can resolve your complaint and how they propose to do so. If your complaint cannot be resolved, or you aren’t 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

For any complaint please contact the following in the first instance:

Corey Baxter
corey@affinityco.co.nz
027 260 8456

Our Duties

Under the Financial Markets Conduct Act, Wealthpoint and Wealthpoint advisers are bound to:

  • give priority to client’s interests
  • exercise care, diligence and skill
  • meet standards of competence, knowledge and skill set by the Code of Professional Conduct
  • meet standards of ethical behaviour, conduct and client care set by the Code of Professional Conduct.

Wealthpoint and it’s advisers operate high standards of professionalism and are focused on the delivery of high quality advice to all clients.

Step one

If you are unhappy with any service, advice or product we have directly provided you as your broker, please contact us in the first instance to lodge a complaint with us. We will acknowledge your complaint as soon as practical and try to resolve the matter directly with you.

Step two

If between us, we are unable to resolve your complaint, we will refer your complaint as follows:

  • for complaints relating to any service, advice or product provided by Affinity+Co Life Limited we will refer your complaint to PSC Connect Life NZ Limited for an independent review in accordance with their respective Complaint and Dispute Resolution procedures outlined in Step Three.

If you’re unable to establish contact with us or wish to speak to someone else, as it best relates to your complaint, please contact either:

  • PSC Connect National Manager
    Steve Morris
    steve@pscconnectlife.co.nz
    021 905 911
  • PSC Connect Compliance Manager
    Denise Bourdôt
    dbourdot@pscconnect.co.nz
    09 869 6676

Step three

Internal Complaint and Dispute Resolution procedure:

  1. When a complaint is received by PSC Connect Life NZ Limited the receiving Compliance Manager will acknowledge receipt of your complaint within five (5) working days;
  2. Your complaint will be thoroughly examined. All complaints are taken very seriously by PSC Connect Life NZ Limited. All issues will be considered carefully; 
  3. The Compliance Manager will identify actions to try and fix the complaint and strive to respond and resolve your complaint within twenty (20) working days from the date they received notice of your complaint.
  4. If your complaint is more complex than first thought it may take longer than twenty (20) working days to resolve. If this is the case, the Compliance Manager will let you know the expected time it will take to resolve your complaint and will provide you with regular updates.

Step four

If your complaint remains unresolved, or you’re not happy with the outcome you can refer the matter to Financial Services Complaints Ltd (FSCL).

PSC Connect Life NZ Limited and their Insurance Advisors are all members of this independent external dispute resolution scheme approved by the Ministry of Consumer Affairs. There is no cost to you to use their services. There are various ways for you to contact them:

Financial Services Complaints Ltd

Post: PO Box 5967 Wellington 6140
Email: info@fscl.org.nz or complaints@fscl.org.nz
Phone: 0800 347 257
Website: www.fscl.org.nz

You can download a Complaint Form from https://www.fscl.org.nz/complaints/complaint-form