Complaint Process

We’re committed to delivering services that meet your expectations, but we are also prepared for situations where things don’t go as planned. If we have let you down, we want to hear about it.

WHAT TO EXPECT WHEN YOU MAKE A COMPLAINT

STEP 1

You can let us know about your concern in any of the following ways. A quick chat, email, or meeting with one of our staff is often enough to sort out your concern. Our representative will reach out to you within seven working days.

64223402622
samkit@lcfg.co.nz
402 Ormiston Road, Flat Bush, Auckland 2019

STEP 2

If we can’t resolve the issue together, you’ll be referred to a manager who’ll aim to investigate and resolve your complaint within two working weeks.

STEP 3

If after working with a manager, we still haven’t been able to resolve the issue, we’ll escalate your case to Financial Services Complaints Limited (FSCL).

Complaints referred to FSCL

We have appointed Financial Services Complaints Limited as our independent dispute resolution provider: