Our Complaints Process

As a Financial Advice Provider, it is expected of us to make the process of filing a complaint easy and clear for the complainant.

As a business we strive to do our utmost to provide a service that we are proud of to all of our clients and that meets our standards of excellence. If we have let you down, we apologise for falling short of expectations. We intend to take all complaints as opportunities to refine and improve our service, but understand this may currently be little consolation for you.

Our process for complaint resolution is as follows:

  1. Clarification

    We seek to gather all specific details from you and ensure we are clear on the resolution you are seeking and what your expectations are. We will confirm receipt of complaint within 2 working days and inform next steps including expected timeframes for resolution of the complaint. For a simple complaint, we may be able to resolve this at the same time as confirming receipt.

  2. Action

    We either resolve the complaint or commence an investigation of the complaint. We will consider as many options as possible to seek a resolution that is suitable to all parties. During this process we may consult with external experts in the field of complaint resolution. Our aim is to have any investigation finalised within 2 months as a maximum.

  3. Communication

    On completion of the investigation, we will contact you to advise the outcome, explaining our position or suggesting alternative options you may wish to consider. We discuss the next steps, resolving the matter if possible. In the case of a failure to reach a resolution, you have the right, but not the obligation to refer the matter for free to our external dispute resolution scheme - Financial Dispute Resolution Service (FDRS).

  4. Escalation

    No matter what the outcome of the complaint you have the right to refer the complaint to Financial Dispute Resolution Service. In order to refer the matter to them, the timeframe for doing so is 3 months after a decision or unresolved notice has been issued or 2 years after making the first complaint for other cases.

    FDRS is approved by the Minister of Consumer Affairs to help consumers resolve complaints between financial service providers and their customers. FDRS is independent from the financial industry and its services are free to consumers. You can contact FDRS on:

    Free telephone within NZ: 0800 337 337
    Overseas: +64 4 910 9952
    Email: enquiries@fdrs.org.nz
    Website: www.fdrs.org.nz
    Mail: Freepost 231075, PO Box 2272, Wellington, 6140

  5. Recording

    Once a complaint is resolved or the FDRS has completed its investigation, we ensure all information in relation to the complaint is captured and recorded for future analysis.

Other Information

If you have any other questions, or are unclear on our complaint process either before or during the process, then don’t hesitate to let us know.

Our process and the aim of reaching a resolution acceptable to all parties is fully supported by the whole Radical Investment team. We know that complaints are important and we welcome them from our customers. This not only allows us to provide the service to our customer that we aspire to but to also use the complaint information as a business improvement source.

There is no charge to our clients for our complaint handling process or if the complaint is referred to FDRS. At all times we respect our clients’ privacy and our process operates in accordance with the privacy rules.

If you wish to make a complaint, we encourage you to please provide as with as much information as possible below. The more detail we have, the more likely we can achieve a resolution that is satisfactory to you.

Our contact details are:
021 969 313

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