360 Consulting Group (2019) Complaints Process
360 Consulting Group (2019) Ltd Trading as Bricks & Mortgages is committed to providing expert advice and service. We greatly value feedback from our clients and should you have a complaint, we will respond swiftly and comprehensively to address your concerns.
Even with the best of intentions, complaints sometimes arise. 360 Consulting group (2019) Ltd is committed to ensuring that all client complaints are handled and resolved in a professional, fair and timely manner in accordance with our Client Complaints Policy and associated procedures.
We will consider your complaint and let you know how we intend to resolve it. We may need to contact you to get further information about your complaint. We aim to resolve complaints within 10 working days of receiving them. If we can’t, we will contact you within that time to let you know we need more time to consider your complaint.
We will contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so.
We have a formal internal disputes process in place which are detailed below. We are also a member of external disputes resolution provider, Financial Disputes Resolution Service, to which a complaint can be referred to if we are unable to resolve it.
Our Internal Complaints Policy and Process
Please see below our Internal Complaints Policy and Process and contact details for our Complaints Officer.
Our Complaints Policy
Our Company policy is to resolve client complaints relating to our services in a fair, timely and transparent manner.
We regard a complaint as being an expression of dissatisfaction by you or to a person engaged by you, relating to our service (including any regulated financial advice given to you or on your behalf), or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected. A complaint includes a complaint about a failure to provide a service or give advice.
Our Process for Dealing with Complaints
- A record will be kept of all complaints and any action taken in relation to them including the dates on which each complaint was received, and any action that was taken in relation to that complaint.
- Acknowledgement of the complaint will be provided within 2 business days.
- A verbal or written response will be completed within 10 working days.
To lodge a complaint with 360 Consulting Group (2019) Ltd, please contact us at these details:
Email: david@bricksandmortgages.co.nz
Ph: 04 971 9990
Address: Level 2 29 Waterloo Rd, Lower Hutt
Financial Services Complaints Ltd
If any complaint remains unresolved then you can refer your complaint to a FREE Dispute Resolution Service. This is Financial Services Complaints Ltd and they can be contacted at:
Free phone: 0800 347257
International Calls: If you are calling from outside New Zealand,
call +64 4 472 3725
PO Box 5967
Wellington 6140