Complaints & Compliments

We are always looking for ways to improve our service. So if something hasn’t gone well, or it has, we want to know.

Complaints Policy

Introduction
Rapson Loans & Finance Ltd is a financial advice provider (FAP).

We are committed to prioritising clients’ interests. Clients are the focus of our services. We believe clients’ concerns and complaints are one of the most important ways of understanding, and learning, what we need to do to keep improving and getting better at what we do. We are committed to achieving the highest standards we can in every area of our work and to continuous improvement.

Purpose and scope
The purpose of the Complaints Policy is to ensure a clear, effective, confidential, and responsive system is in place for managing, monitoring, and responding to complaints made about our products and services. It provides guidance in identifying, managing, and reporting complaints.

This policy is mandatory and applies to all employees, management, directors, and contractors that are employed/ contracted by the business. This policy will be reviewed on an annual or ad hoc basis (e.g. where the regulatory or business environment changes) to ensure it remains appropriate and consistent with industry standards. The Board will approve each new version of this policy; new versions will be published as required.

Policy statement
We will promptly, objectively, and fairly deal with all the client complaints and, strictly adhere to the complaints handling procedure, and the rules of the Financial Services Complaints Ltd (FSCL) – our external dispute resolution service provider.

We define a complaint in accordance with the definition adopted by FSCL. A complaint is:
“An expression of dissatisfaction made to an organisation, related to its product, or the complaint handling process itself, where a response or resolution is explicitly or implicitly expected”.

Our complaints policy views complaints as positive and is resolution focused. We have set out a clear and simple, process for complaint handling. This process is designed to make it easier for clients to complain, with criteria for escalation to formal investigation and ultimately external review by FSCL.

Principles guiding our policy

Accessibility

Our internal complaints process will be easily activated by any means (telephone, personal visit, letter, website and email) and by contact with any member of staff. A complainant will not be charged a fee for complaining.

Visibility
Information about our complaints handling process will be published and made available to all clients- free of charge.

Timeliness
Our internal complaints process will have a built-in time frame (in accordance with the requirements, if any, of FSCL with a defined number of steps, which can be easily communicated to the client.

Objective, impartial, and fair
We will treat all clients with respect, allow a client the right to be heard and respond to issues which have been raised. Where the matter is unable to be resolved to the client’s satisfaction in a timely manner, we will escalate it, in the first instance, for investigation and resolution to one of our Directors as someone who was not involved originally. In the event that one of the Directors was involved initially, it will be escalated for investigation and resolution to another director of the business.

Effectiveness
Our internal complaints process is designed to ensure that the client is dealt with on a timely basis by a person with the authority to remedy the complaint. At the end of the internal process, the client will have the option to refer the matter, subject to jurisdiction, to FSCL.  

Internal Dispute Handling Process

External Complaints Process

We are always looking for ways to improve our service to you. If something has gone wrong, we want to know.

Please send an email to clients@rapson.co.nz and tell us what has happened and how we can resolve matters. If you have any documents or correspondence that will help us understand your complaint, please attach them to the email. When we receive your complaint, we will:
• acknowledge your complaint within 1-2 working days
• gather and evaluate information about your complaint
• respond to you within 20 working days.

If we cannot agree on how to resolve the complaint, you can contact Financial Services Complaints Limited (FSCL). FSCL are an independent, not-for-profit, external dispute resolution scheme approved by the Minister of Consumer Affairs.

FSCL’s service does not cost you anything and they will help resolve the complaint.

You can contact FSCL:
• by calling 0800 347 257
• by emailing complaints@fscl.org.nz
• through FSCL’s website: www.fscl.org.nz
• writing to:
FSCL PO Box 5967 WELLINGTON 6011

Compliments Procedure

If you have some positive feedback, success stories, great service experiences, we welcome you to share it with us! This isn’t to boost our own ego, but rather to acknowledge our team members for the great work they do and to also share learnings so we can continue to grow and improve.

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