Complaints Process

Fetu First Financial Services Ltd

🌟 Our Internal Complaints Process

At Fetu First Financial Services Ltd, we are committed to providing advice and service that reflects care, integrity, and professionalism. If you have a concern or complaint about any part of our service, we encourage you to let us know so we can put things right.

Complaints Manager: Yvonne Sapele
Email: yvonne@fetufirstmortgages.co.nz
Mobile: 021 177 2061

We will:
· Acknowledge your complaint within 2 working days
· Investigate the issue thoroughly
· Aim to resolve your complaint within 10 working days
· Keep you updated if more time is required

Your feedback helps us improve and ensures we continue to serve our clients with excellence.

🌟 Our External Complaints Process

If we cannot resolve your complaint together, or if you prefer not to use our internal process, you can contact our independent external disputes resolution scheme — Financial Services Complaints Ltd (FSCL).

This service is free of charge to you.

FSCL Contact Details:
Address: PO Box 5967, Wellington
Phone: 0800 347 257
Email: complaints@fscl.org.nz
Website: www.fscl.org.nz

FSCL will work with you and with us to help resolve your complaint fairly and impartially.

🌟 Duties Information

Fetu First Financial Services Ltd, and anyone giving financial advice on our behalf, must comply with the duties set out in the Financial Markets Conduct Act 2013, including:
· Meeting the standards of competence, knowledge, and skill required by the Code of Professional Conduct for Financial Advice Services
· Giving priority to your interests
· Exercising care, diligence, and skill
· Meeting the standards of ethical behaviour, conduct, and client care required by the Code of ConductConduct