Farmlands Co-operative Society Limited and its subsidiary:
Farmlands Fuel Ltd (collectively referred to as the 'Farmlands Group' in
this document), are required (pursuant to the Financial Service Providers
(Registration and Dispute Resolution) Act 2008) to have an internal complaints
process for handling complaints relating to their financial services to retail
clients and to publicise its availability.
Farmlands Group Financial Complaints Policy and Process
Receiving a complaint or query
The Farmlands Group will accept complaints made via
phone, mail or our online email system.
Phone: 0800 200 600
Co-operative Society Limited,
Legal and Governance Team,
All complaints will be directed to the
Farmlands Group's Risk, Legal and Governance Team.
All complaints made relating to a specific
representative of the Farmlands Group will be kept confidential.
When a complaint is made and a resolution is
requested, you will be provided with a complaint reference code. Please write
this code down as it will be used as a reference in all correspondence
regarding this complaint.
If your complaint/query relates to an issue or
mistake with your Account this will be followed up by the appropriate
representative of the Farmlands Group for urgent processing.
We will formally acknowledge receipt of your
complaint or query within 2 working days of receipt.
Investigating a complaint or query
Upon receipt of your complaint or query a
representative of the Farmlands Group will contact you after reviewing any
relevant information. Depending on the nature of the complaint, this may take
up to a maximum of ten working days.
In most circumstances we aim to provide you with a
satisfactory resolution to your complaint/query within 20 working days of
We will endeavour to keep you informed throughout
any investigations that may be required, and provide likely time frames
Resolving a complaint or query
In all situations we will attempt to contact you by
phone to inform you of our suggested resolution for your complaint or query.
If your situation warrants a written response, or
we have been unsuccessful in contacting you by phone, we will respond to you
via post and/or email to inform you of our suggested resolution.
We will consider that the resolution provided meets
your full satisfaction if we have not received a response within five working
Farmlands has two months under the Financial
Service Providers (Registration and Dispute Resolution) Act 2008 to review a
complaint. Note that the Act only applies to complaints made by retail clients.
In the first instance, if a resolution provided is
not to your satisfaction, please contact us immediately referencing your
complaint reference code.
The process below is only applicable to retail clients. In most cases
Retail Clients will be where a product is used for a non-business, household or
If the situation arises where the Farmlands Group
is unable to provide a satisfactory resolution to your complaint, a written
Deadlock Notice will be posted to you.
Upon receipt of the written Deadlock Notice you may
approach Financial Dispute Resolution Service (within three months of the date
the Deadlock Notice or Decision Notice was issued).
Financial Dispute Resolution Service is the
Farmlands Group's dispute resolution scheme and is a free service provided to retail
clients of the Farmlands Group for instances where an agreed solution to a
complaint cannot be gained between the Complainant and the Farmlands Group.
Financial Dispute Resolution will review your complaint
and suggest a resolution to which we will comply with. Please visit www.fdrs.org.nz or phone 0508 337 337 for more
information. Quote Farmlands Co-operative Society Limited or Farmlands Fuel
Limited as the member you are enquiring about.