We value your feedback and the opportunity to put things right when you are unhappy with any aspect of our service. Here is exactly how the process works.
We value the ability of our clients to provide feedback about the service they have received as well as the opportunity to put it right when they are unhappy with any aspect of our service.
If you would like to raise concerns about the service you have received, we have an internal complaint process that we will follow when we receive your formal complaint. Our internal process involves:
If you would like to make a complaint, please email thehub@octant.co.nz.
If you are unsatisfied with the outcome of our internal complaints process, you are able to escalate it to our dispute resolution scheme:
Financial Services Complaints Limited (FSCL)
Post: PO Box 5967, Wellington 6140
Phone: 0800 347 257
Email: complaints@fscl.org.nz
They are an independent dispute resolution service provider that helps resolve complaints about financial service providers, free of charge.