FG Link believes it is essential for our clients to be able to use FG Link advisers who are completely competent in the advice that is given. FG Link has in place formal procedures to deal with compliments, complaints or disputes arising from that advice.
You can lodge compliments or complaints by emailing jaco@fglink.co.nz or by calling 0800 466 784 – select option 1 followed by option 3 (General Insurance).
When FG Link receives a complaint, we will attempt to resolve it promptly. We in the first instance ask the adviser involved to attempt to resolve any concerns directly with the client, this sometimes is not possible and in these instances, the company will endeavour to act as an intermediary to look for solutions.
If we cannot reach an agreement on your complaint, you may refer your complaint to the advisers’ External Dispute resolution Scheme as detailed in their Disclosure Statement.
FG Link is also a member of an external Disputes provider:
Financial Services Complaints Ltd
Disputes Resolution Scheme (FDRS)
Phone: 0508 337 337
E-mail: enquiries@fdrs.org.nz
The External Dispute Resolution Scheme is a statutory requirement for us to have and is a free service established to provide you with an independent mechanism to resolve specific complaints.
We value you raising your feedback with us, and hope to use these as part of our continuous improvement and education plans.