Complaints

If you are dissatisfied in any way with ADDLC Limited's service we want to know about it. We want to get it right for you.
We have a formal internal complaint handling process and will try to reach a satisfactory resolution with you as soon as possible.

 

Step 1

Please contact Alma on her mobile at 021 0235 0719 or via email at alma@addlc.co.nz

You can make your complaint verbally or by email. 

I will acknowledge your complaint within 2 days and try to resolve your complaint within 10 days.
I may need to ask you for further information or agree on an extension if the issue is complex or there are issues outside our control.

STEP 2

If we cannot agree on a resolution you can contact my independent external dispute resolution scheme, Financial Dispute Resolution Service.

This service will cost you nothing¨ and will help us resolve any disagreements.
You can contact Financial Dispute Resolution at address:

Address: PO Box 2272, Wellington 6140
Telephone number: 0508 337 337
Email address: enquiries@fdrs.org.nz

They will investigate your complaint and work to facilitate an agreed resolution.  If this is not possible the Scheme may make a formal decision which is binding on ADDLC Limited, but not you unless you accept the decision. The process is free to you and the Scheme will assist you to lodge your complaint.