Complaints Policy

Complaints Policy 

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 rectify any situation. 

Your rights 

At all times you have the right to: 

  • be treated with courtesy and respect; 

  • have access to any information 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 what ever reason you are not happy with any aspect of the advice or services we have provided, it is important to let us know as soon as possible. You can raise a concern or make a complaint by contacting us via any means below; 

• The Complaints Officer, Cartwrights Limited, Po Box 28, Ashburton 

• 03 307 9700 

• info@cartwrights.co.nz 

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

What happens when you make a complaint 

Once you have raised a complaint we will acknowledge that we have received your complaint within 48 hours. We will investigate and discuss the matter with all involved. Once this is completed, we will discuss a resolution with you or the next steps involved to resolve the complaint and provide a response to you within 5 working days. 

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 within 5 working days. We aim to get your issue fully resolved within 25 working days. 

If we are unable to resolve your complaint 

We expect that our response to you will have addressed the concerns you have raised. If you feel that your concerns have not been appropriately considered, if we have been unable to resolve the complaint within 25 working days or if you are not happy with the outcome we invite you to submit any further information for consideration. 

If we are unable to resolve your complaint despite our best efforts, you can contact our external dispute resolution scheme, who provides a free and independent dispute resolution service. 

The contact details for our external dispute resolution service provider are: 

Financial Services Ombudsman (IFSO) 

Updates of Complaints Policy 

We reserve the right to amend our Complaints Policy from time to time to ensure we properly manage and process your concerns and complaints. The latest versions of our policies and disclosures will always be available on our website. We reserve the right to amend our policies and disclosures, and you are advised to review these policies, procedures and disclosures available on our website periodically for any changes.