Financial Complaints
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. Email: complaints.resolutions@farmlands.co.nz
Phone: 0800 200 600 Post: Farmlands Co-operative Society Limited,
Risk, Legal and Governance Team,
PO Box 271,
Christchurch 8140
· 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 receipt.
· We will endeavour to keep you informed throughout any investigations that may be required, and provide likely time frames wherever possible.
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 days.
· 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.
Unresolved complaints
· 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 domestic purpose.
· 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.
Contact Information