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Do you have a complaint?

At ADVOCO Mortgages and Insurance Limited we have an internal complaints procedure in accordance with the Financial Service Providers (Registration and Dispute Resolution) Act 2008. We are members of Financial Services Complaints Limited - FSCL is an independent not-for-profit External Dispute Resolution (EDR) scheme approved by the Minister for Consumer Affairs under the Financial Service Providers (Registration and Dispute Resolution) Act 2008.

Steve McGowan is a Registered Financial Adviser in accordance with the Financial Advisers Act 2008.

FCSL was the first Scheme to be approved and has been designed for and in consultation with the Financial Services Industry and has been built on principles of efficiency and effectiveness. It is governed by an independent Board with equal consumer and industry representatives scheme.

FSCL
FSCL provides dispute resolution services to participating financial service providers (FSPs) and their clients. The FSCL process focuses on resolving complaints through conciliation and assisted negotiation and is also able to make formal Determinations which are binding on FSPs. A FSP is a mortgage broker, insurance adviser a person whom provides financial services.

The FSCL process is free to consumers.

HOW TO MAKE A COMPLAINT
Before FSCL can consider your complaint; you must first contact Steve McGowan (financial services provider - FSP) at ADVOCO as he must be given the opportunity to resolve the complaint with you directly.

We suggest that you contact Steve McGowan to discuss your complaint, phone, email or other communication. Tell Steve what your concerns are and how you would like them to be resolved. This is often the quickest way to resolve a dispute.

Lodge your Complaint with FSCL, if:
• You are unable to resolve your complaint directly with the Steve McGowan; or
• Steve McGowan has not resolved your complaint within 40 days of you making your complaint; or
• Steve McGowan advises you to take your complaint to FSCL.

We will investigate your complaint. It does not cost you anything for us to do this. At anytime you may choose to take your complaint away from FSCL and pursue your rights in Court, but once you have done so it can not be brought back to us.

FSCL investigation of your complaint
The first thing that we will do is to check that your complaint is within our jurisdiction. There are some matters that we cannot deal with as they fall outside our jurisdiction. Some matters that we may not be able to assist you with include:
• Events that occurred prior to 1 April 2010
• If you are claiming more than $200,000 compensation
• Complaints about standard fees or interest rates

FSCL handling of a dispute
We will work with you and Steve McGowan to try and resolve the complaint. We act independently by not taking sides. We aim to get a fair outcome for both parties to a complaint. We communicate with both parties by telephone, email and letters.

Resolving disputes
Our dispute resolution method may involve negotiation, conciliation or reaching a decision. It is important that you provide us with all information relating to your complaint to help us to resolve it.

You should contact FSCL if you require:
• More detailed information about our process
• Guidance on what information to provide when making a complaint
• Assistance in making the complaint because of language difficulties or disabilities


FSCL Contact details

info@fscl.org.nz

0800 347 257

(04) 472 3725

Fax: (04) 472 3728

www.fscl.org.nz

FSCL
13th Floor
45 Johnston Street
Wellington

PO Box 5967
Lambton Quay
Wellington 6145


Do you have a complaint about our financial services?
We are members of Financial Services Complaints Limited - FSCL.
If you have a complaint; please contact us - complaint@advoco.co.nz

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