Complaints Policy

Complaints Policy | Cartwrights Limited

In this policy, ‘we’, ‘us’, and ‘our’ means Cartwrights Limited.

We believe that strong business partnerships are based on excellent relationships. Therefore, in order for us to provide you with the best service and advice we can, it is important we resolve any issues that may arise quickly and effectively. If you are unhappy with any aspect of our service, advice or your experience with us, please let us know so we can understand your concern and do our best to put things right.

Your Rights

At all times you, our client, has the right to:

  • Be treated with courtesy and respect at all times;

  • Have access to any and all information about our services, your client records and any feedback you have provided;

  • Have your privacy protected at all times;

  • Provide feedback or raise a complaint if you are unhappy in any way;

  • Receive clear and timely communications from us; and

  • Seek independent advice or assistance if you are not satisfied with our resolution of your complaint.

How to Raise a Concern

If at any time, or for whatever reason you are not happy with any aspect of our products or services, it is essential to let us know as soon as possible. You can raise a concern or make a complaint to Andrew Cartwright by any of the following options:

Please make sure you include your full name, contact detail and full details of the concern/complaint.

What Happens when you make a Compliant

Once you have raised a concern or made a complaint, we will investigate and discuss the matter with all involved. Once this is done, we will discuss a resolution with you. We expect to get back to you within five working days from when the complaint is received.

If we can not resolve the matter instantly or if the issue is of a very complex nature, we will give you an idea of how long it will take us to investigate the issue. We aim to get your issue fully resolved within 25 working days.

Taking your Complaint further

If you have raised a concern or a complaint with us and we have been unable to resolve the issue, it has taken longer than six weeks to resolve, or you are not happy with the outcome you can consult the Insurance and Financial Services Ombudsman (IFSO).

If you would like to raise a concern or complaint with them, please contact IFSO directly:

  • By Phoning 0800 888 2020

  • By Emailing, info@ifso.nz; Or

  • By Writing to IFSO Scheme, PO BOX 10-845 Wellington, 6143