We will consider your complaint and let you know how we intend to resolve it. We may need to contact you to get further information about your complaint.
Internal
Complaints
We're here to listen and resolve your concerns.
How to raise your complaints / concerns
If you have a problem, concern, or complaint about any part of the financial advice you have received from us, you may contact us using any of the following means:
In Writing
Complaints Officer, Total Assurance,
61 Coleraine Drive, Hamilton
By Telephone
By Email
Online Complaints Form
Completing the online complaints form: Click Here
How We Process Your Complaints
We aim to resolve complaints within 10 working days of receiving them. If we can’t, we will 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.
If we can’t resolve your complaint, or you aren’t satisfied with the way we propose to do so, you can contact Financial Services Complaints Limited.
Dispute Resolution Process
If our internal complaints process does not resolve your complaint to your satisfaction, you can contact our external independent dispute resolution scheme. This service is free and may help investigate or resolve the complaint.
You can contact the Financial Services Complaints Limited at:
Level 4, Sybase House, 101 Lambton Quay, Wellington 6011Telephone: 0800 347 257 (freephone if within New Zealand)
or +64 4 472 3725 (if calling outside New Zealand)
Postal: P O Box 5967, Wellington 6140
We Are A Member Of The Financial Services Complaints Limited’s Approved Dispute Resolution Scheme.
FSP Number: FSP597269 Trading Name: Total Assurance Financial Advice Provider: VSR MarketingLimited
VSR Marketing Limited (FSP597269, Trading As Total Assurance) Holds A Licence Issued By The Financial Markets Authority (FMA) To Provide Financial Advice