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Farmlands Complaints Policy

 

We want every experience you have with us to be a positive one. If something hasn’t met your expectations, we’d like to hear from you so we can make it right.

We’ll do our best to resolve your concern quickly or clarify anything that may have been unclear.

You can submit a complaint by following the process below. If you’d like to share general feedback, you can do this through our ‘Have Your Say’ channel.

 

How do I submit a complaint?

The easiest way to submit a complaint is by using our complaints form, which provides all the information we need to review your issue.

Other ways to make a complaint:

 

What happens next?

  1. Acknowledgement: Once we receive your complaint, we’ll acknowledge it within 2 working days (or as soon as possible). We’ll investigate and discuss a resolution with you. We may contact you if we need more information.
  2. Updates: If we can’t resolve your complaint immediately, or if it’s complex, we’ll keep you informed on progress.
  3. Resolution: Once a solution is reached, we’ll confirm it in writing. We also use what we learn from complaints to improve our services and prevent similar issues from happening to other customers.
  4. Financial Service Complaints: If your complaint relates to our financial services and we cannot reach an agreement, you may be able to refer it to the Financial Dispute Resolution Service (FDRS), provided you meet the eligibility criteria outlined below. For all other complaints, our decision is considered final.

 

Financial Dispute Resolution Service (FDRS)

The FDRS is a free, independent service that can help investigate or resolve complaints about our financial services.

You can use FDRS if:

  • Your complaint relates to our Finance Service (for a definition, click here), and
  • You are an individual or a small business with fewer than 20 employees.

 

You can refer your complaint to FDRS if:

  • We’ve told you we cannot resolve your complaint, or
  • We’ve provided a written notice of our decision, or
  • More than two months have passed since you first made your complaint and you no longer wish to continue working with us.

 

Once we’ve informed you that we cannot resolve your complaint or provided a written decision, you usually have 3 months to refer your complaint to FDRS. We will follow any decision made by FDRS.

If you prefer to pursue another way of resolving your complaint, you can still contact FDRS for guidance or advice. You can contact FDRS via their website www.fdrs.org.nz/ via email enquiries@fdrs.org.nz, or by calling 0508 337 337.