PROBLEMS AND COMPLAINTS:
We are always looking for ways to improve our service to you.
If something has gone wrong, we want to know.
Please send an email to manager@cantwait.co.nz and tell us what has happened and how we can resolve matters.
If you have any documents or correspondence that will help us understand your complaint, please attach them to the email.
When we receive your complaint, we will:
• acknowledge your complaint within 1-2 working days
• gather and evaluate information about your complaint
• respond to you within 20 working days.
If we cannot agree on how to resolve the complaint, you can contact Financial Services Complaints Limited (FSCL). FSCL are an independent, not-for-profit, external dispute resolution scheme approved by the Minister of Consumer Affairs.
FSCL’s service does not cost you anything and they will help resolve the complaint.
If you have any concerns or are dissatisfied with the services CWL has provided, please let us know by emailing manager@cantwait.co.nz
Our internal complaints procedure team will be more than happy to discuss, explain and hopefully resolve any problems you may have as soon as possible.
If you are not satisfied by our response to your complaint, you can request the involvement of an External Dispute Resolution Scheme for an independent and objective review of the circumstances.
CWL is a participant in Financial Services Complaints Limited (FSCL) which is an independent dispute resolution scheme approved by the Ministry of Consumer Affairs under the Financial Service Providers (Registration and Dispute Resolution) Act 2008.
FSCL CONTACT INFORMATION:
Full details of how to access the FSCL scheme can be obtained on their website www.fscl.org.nz. FSCL services are free to consumers.
Cantwait.com Ltd is a New Zealand Registered Financial Service Provider – FSP1965
You can contact FSCL:
• by calling 0800 347 257
• by emailing complaints@fscl.org.nz
• through FSCL’s website: www.fscl.org.nz
• writing to: FSCL PO Box 5967 WELLINGTON 6011
