If you are dissatisfied in any way with the Rethink Group’s services, we want to know about it. We want to get it right for you.
We have a formal internal complaint handling process and will try to reach a satisfactory resolution with you as soon as possible.
You can make your complaint to us verbally by phone on 0800 021 337 or in writing by sending us an email to firstname.lastname@example.org
Our complaints process is to acknowledge your complaint within 48 business hours and try to resolve your complaint within 7 business days. We may need to ask you for further information or agree on an extension if the issue is complex or there are issues outside our control.
If we cannot agree on a resolution you can contact our independent external dispute resolution scheme:
Financial Services Complaints Limited
Address PO Box 5967, Lambton Quay, Wellington 6145
Telephone 0800 347 257
Financial Services Complaints Limited is an external financial dispute resolution scheme approved by the Minister of Consumer Affairs under the Financial Service Provider (Registration and Dispute Resolution) Act 2008.
They will investigate your complaint and work to facilitate an agreed resolution. If this is not possible the Scheme may make a formal decision which is binding on Rethink Group, but not you unless you accept the decision. The process is free to you and the Scheme will assist you to lodge your complaint.