Make a Complaint

 You can make a complaint by using this form. Please also read the complaint checklist before submitting.

Make a complaint using the online form Complaint checklist

(The form is also available as a document that can be downloaded and completed by hand.)

 

The FDR scheme has been established for people and businesses that have a dispute with a financial service provider. This is information about how to make a complaint to FDR. Click the links for more.

Who can make a complaint?

Any person or business who has been a customer of a financial service provider that is a scheme member can use the FDR service. People or businesses who feel they have been wrongly denied access to a financial service provider’s advice or products can also make a complaint to FDR.

The financial service provider must be either a member of FDR, or have been a member of FDR when the event took place.

A business is defined as a company that has fewer than 20 full-time employees (or the equivalent), although FDR also has the discretion to consider complaints from companies and organisations that fall outside of this range.

Complaint forms

Complaints can be made on-line or the complaint form can be downloaded to be printed out and completed by hand. Completed forms can be sent via freepost, or faxed to FDR. FDR’s contact details can be found here.

If the complaint has not been made to the financial service provider there is a generic complaint form that can be used to do so.

The complaint checklist

Please check:

  • Is the financial service provider a member of the FDR scheme? Or was it an FDR member at the time of the event?
  • Is the complaint about a financial service provided IN New Zealand?
  • Did the event or action that caused the dispute happen on or after 1 October 2010?
  • Has the complaint been made to your financial service provider? All members of the FDR must have an internal complaint process. Once you have been through that process, FDR can help.
  • Has the dispute reached the end of your financial service provider's complaint process (deadlock)?
  • Is this complaint currently being considered by, or been through, a Court or judicial process? If it has, or is, FDR cannot consider the complaint.

Checklist process

Making a complaint

Make a complaint to the financial service provider

Complaints can only be made about financial service providers that are members of FDR. A full list of scheme members can be found here.

The complaint must be made to the Scheme Member first, before FDR can get involved. There is a generic form for making a complaint here.

Before you complain to the Scheme Member, try to be clear about what the problem is. You may also want to think about what they could do to resolve the issue.

If you can, keep a record of what happens; who you spoke to and what was said. Keep copies of any related letters or emails you send and receive.

If you are not happy with the outcome of your complaint or you have not reached a resolution with the Scheme Member in over three months, the dispute is in deadlock. You can ask for a deadlock letter from Scheme Member if one isn’t provided. When the dispute has reached deadlock, FDR can help.

Make a complaint to FDR

A complaint can be made online to FDR, or the complaint forms can be downloaded and mailed or faxed to FDR. FDR can also help you to write your complaint over the phone.

The Complaint Checklist outlines the type of information that may be required. The Types of Disputes page outlines the types of disputes covered by FDR.

Once FDR has received a complaint it contacts the Scheme Member and starts the dispute resolution process.

 

How the dispute resolution process works

 Complaint process flow chart

Once the FDR process begins: 

  • FDR has discussions with the consumer and the Scheme Member to try to resolve the dispute. FDR considers the actions and responses of all of the parties to date.
  • FDR exchanges the information that has been provided by all parties to ensure everyone is fully informed about the dispute.
  • FDR initiates formal mediation, where discussions are held between all parties. These discussions are mediated by FDR. This is usually done via telephone, although face-to-face meetings and video conferencing can also be used.
  • If a dispute cannot be resolved by the parties, FDR will issue a final decision with a recommended resolution.
  • The consumer has the right to accept or not accept the final decision. If the decision is accepted the directions in it become legally binding on the Scheme Member, and it must carry out all of the actions in the final decision.         
  • If the consumer does not accept the decision the dispute is closed. The consumer can still take the dispute to the Courts or Disputes Tribunal

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