Complaints Procedure

Learning from Feedback

At Freedom Financial, we prioritise the satisfaction of our clients, and while we strive to prevent complaints, we understand that they can sometimes arise. Complaints provide us with valuable insights into areas where we can enhance our client services. Therefore, we encourage you to reach out to us if you have any grievances.

We are committed to delivering our services with the utmost care, skill, and integrity, tailored to your needs. While we endeavor to treat our clients fairly at all times, we acknowledge that occasional service issues may occur. This guide outlines our process for addressing service issues or complaints.

Submitting a Complaint

If you have a complaint regarding the service provided by Freedom Financial, please contact us via telephone, email, or in writing to explain your concern. We will make every effort to address your complaint promptly and work towards a resolution together with you.

The majority of service issues and complaints are resolved at this initial stage.

You can submit your complaint to us using the following contact details:

Phone: 0800 667 257
Email: [email protected]
Postal Address: PO Box 137375, Parnell, Auckland 1151
Please provide as much information as possible about the reasons for your complaint and the resolution you are seeking.

If we are unable to resolve your complaint locally within 5 business days, it will be escalated to the Managing Director for an internal review.

Alternatively, you may directly contact the Managing Director at 0800 667-257 or via email at [email protected], addressing the email to the Managing Director. Again, please provide detailed information about your complaint and desired resolution.

The Managing Director will acknowledge receipt of your complaint and may request you to complete a Complaint Form. We aim to provide you with a decision or proposal for resolution within 20 business days. However, if your complaint is complex and requires additional time, we will inform you accordingly and keep you updated on the progress.

In cases where a resolution cannot be reached by mutual agreement, and if you are not satisfied with our final response, you may seek legal advice or refer the matter to Financial Services Complaints Limited (FSCL) for an independent review of your complaint, subject to their terms of reference. There is no cost to request FSCL to investigate your complaint, but you must contact them within 2 months from the date of our final response. FSCL can be contacted via email at [email protected] or by calling 0800 347 257. Further information about the FSCL scheme can be found on their website at www.fscl.org.nz. Please note that FSCL requires you to have given us the opportunity to address your complaint before they can investigate it.