Resolving Complaints

At Turners Finance we pride ourselves on our customer service.

However, if you feel that you’ve been let down, then firstly we would like to apologise sincerely. We’d also like to reassure you that we’re committed to making things right, and to providing you with the best possible service.

The following process is in place to help resolve your complaint. 

 

Complaints Process

 

Step 1 

The first step is to contact the branch and person you’ve been dealing with to discuss the issue and talk through your concerns. We’ll try to resolve it at this point for you.

 

Step 2

If you’re unhappy with the answer, ask to be put in contact with a Turners Finance Team Leader. At this stage it’s best to put your complaint in writing, but if you prefer you can phone the Team Leader instead. They’ll acknowledge that your complaint has been received and investigate the matter for you. They’ll then inform you of the outcome.

 

Step 3 

However, if you’re not satisfied with this outcome, please forward your complaint to:

General Manager – Turners Finance
P.O Box 112-022
Penrose
Auckland 1642

Your complaint will be acknowledged within three working days and investigated further. You’ll receive written advice of the outcome within 10 working days, or if no decision has been made, we’ll give you an update on the progress of your case.

 

Step 4 

If we’re unable to resolve your complaint within two months, we’ll advise you. We’ll also tell you of your rights under the Insurance & Financial Services Ombudsman's scheme, which considers complaints relating to finance and insurance claims. This is an independent scheme that’s free of charge to you.

The Insurance & Financial Services Ombudsman assign case managers who follow a balanced and fair dispute resolution process. This is about bringing two parties together, considering all of the facts, interpreting contracts, applying the law with the aim being for the parties to agree an outcome. When both parties cannot agree on an outcome, a fair and reasonable decision will be made.

Should you wish to have your complaint considered by the Insurance & Financial Services Ombudsman, you must complete steps 1 to 3 above in the first instance.

You will need to contact the Insurance & Financial Services Ombudsman's office no later than three months after we inform you that deadlock has been reached with your complaint.

 

Insurance & Financial Services Ombudsman's office

Phone:  0800 888 202 or (04) 499 7612
Fax:  (04) 499 7614
Post:  PO Box 10-845, Wellington 6143
Web:  www.ifso.nz