Complaints

Complaints Handling and Dispute Resolution

If you are not satisfied with our financial advice service you can make a complaint by emailing our General Manager Patrick Olney patrick@krispedersen.co.nz or calling Patrick on 021 622 495 or via the company main phone line 09 486 4719. You can also write to us at: PO Box 33650, Takapuna, Auckland 0740 or visit us at 388 Lake Road, Takapuna, Auckland 0622.

When we receive a complaint, we will consider it following our internal complaints process

• We will acknowledge and consider your complaint within 1-2 working days and let you know how we intend to resolve it. We may need to contact you to get further information about your complaint.
• We aim to resolve complaints within 10 working days of receiving them. If we can’t contact you within that time to let you know we need more time to consider your complaint.
• We will contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so.

Kris Pedersen Mortgages and its Advisors are members of Financial Services Complaints Limited (FSCL) FSP Number FSP723791

If we can’t resolve your complaint, or you are not satisfied with the way we propose to do so, you can contact FSCL by calling 0800 347 257, by emailing complaints@fscl.org.nz or through FSCL's website: www.fscl.org.nz. This is a free and independent dispute resolution service. Alternatively, you can write them at Level 4, 101 Lambton Quay, Wellington.