What to do if you have a complaint.

Complaints policy

Good customer care is fundamental to our business.

Maurice Trapp Group Limited and its associated businesses recognise that good customer care is fundamental to the success of our business. We aim to provide clients, partners and suppliers with excellent customer service.

We will listen to the needs of our stakeholders and respond to complaints seriously, with sensitivity, allowing redress where appropriate.

For the purposes of this policy, “Maurice Trapp Group Limited” refers to Maurice Trapp Group Limited in Auckland, Tauranga and Hamilton, Financial Design Group Ltd, Group Plus Ltd, Lewis Limited and KSL Insurances Ltd.

Complaint process

Five key steps for handling a complaint.

1. Acknowledge the complaint.
2. Investigate and resolve, giving timelines.
3. Advise the client of the outcome.
4. Escalate unresolved complaints to Financial Services Complaints Ltd.
5. Keep records.

Acknowledge

We will acknowledge your complaint within 24 hours of receipt and inform you of next steps, ensuring realistic timeframes are communicated to you.

Investigate and resolve

Depending on complexity, we aim to resolve complaints within 1 to 5 business days. We record correspondence, file notes, investigations, recommendations, decisions, reasons and actions taken.

Outcome

By way of an Offer of Resolution, we provide an explanation of how the issue occurred and what has been done to rectify the problem. If you are not satisfied, we will formulate an alternative resolution.

Escalation

Financial Services Complaints Limited.

If you do not accept our explanation and resolution, we will refer you to Financial Services Complaints Limited (FSCL), a Financial Ombudsman Service. There is no cost to you to use their services.

All information in relation to your complaint will be recorded chronologically for future reference if required.