Complaints Policy
Overview
At Stake, we are committed to providing exceptional service to our customers. However, we understand that there may be instances where you are not completely satisfied with our services. We value your feedback and take your concerns seriously. This policy outlines our approach to handling complaints and ensuring that these are addressed in a fair, transparent, and timely manner.
1.Lodging a Complaint
If you wish to lodge a complaint with us, you can do so through the following channels:
We are here to assist you throughout the complaint process. If you require additional assistance to lodge a complaint due to accessibility or other reasons, please let us know. We are committed to accommodating your needs.
2.What happens after we receive your complaint
Upon receipt of your complaint, Stake will:
Acknowledge your complaint promptly
Thoroughly assess and investigate your complaint to understand the issues raised and gather relevant information
Keep you updated of the complaint handling process
Provide you with a response, outlining our findings and proposed resolution (if any).
We understand the importance of timely resolution. While the complexity of the issue may influence the exact timeframes, we strive to provide you with a final response within 20 working days from the date of receiving your complaint. If further investigation is required, we will promptly update you on the progress and explain the reasons for the extended timeframe. We will also reiterate your right to escalate your complaint to the Financial Services Complaints Ltd (FSCL) if you are not satisfied, and provide their contact information.
3. External Dispute Resolution
If, after we have completed our internal review, you are not satisfied with our resolution or if we have exceeded the timeframe to respond to your complaint, you have the right to escalate your complaint to the FSCL. Stake is a member of FSCL, which is a free, independent dispute resolution service that may help to investigate or resolve your complaint if it is not resolved to your satisfaction using Stake’s internal complaints process.
FSCL’s contact details:
Freephone: 0800 347 257
Email: complaints@fscl.org.nz
Website: www.fscl.org.nz
Time limits may apply to complain to FSCL, so you should consult the FSCL website to find out if or when the time limit relevant to your circumstances expires.
For more information, please refer to their website: www.fscl.org.nz
If you have any questions or if we can provide any assistance with lodging a complaint, please contact us.