Complaints Policy
Zurix is committed to addressing complaints and disputes in a fair, timely, and transparent manner.
If you have a concern, please contact us and we will work to resolve the matter promptly and in good faith.
Our commitment
At Zurix, we are committed to providing financial services with care, professionalism, and integrity. We aim to treat all clients fairly and to maintain the highest standards of service.
If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can investigate the matter and work towards a fair resolution. Feedback and complaints also help us improve our services.
What is a complaint?
A complaint is any expression of dissatisfaction about a financial product, service, or the conduct of Zurix or its staff, where a response or resolution is expected.
This complaints process applies to clients, borrowers, investors, and any other parties who interact with services provided by Zurix.
How to make a complaint
If you have a complaint or concern, please contact us as soon as possible so we can investigate the matter.
Zurix Limited
Level 1, 11 Alma Street
New Market
Email: hello@zurix.co.nz
Phone: 09 302 0949
Our complaints process
- Your name and contact details
- Details of your complaint
- Relevant dates or documents
- The outcome you are seeking
1. Acknowledgement
We will acknowledge receipt of your complaint within 2 business days.
2. Initial Resolution
Where possible, we will attempt to resolve the issue promptly through discussion with you.
3. Investigation
If the complaint cannot be resolved immediately, it will be formally reviewed by a senior manager.
We may contact you to request additional information to assist with our investigation.
4. Response
We aim to provide a written response outlining our findings and any proposed resolution within 20 business days.
If additional time is required due to the complexity of the matter, we will keep you informed of progress.
All complaints are recorded in our internal complaints register to help improve our processes and services.
External dispute resolution
If you are not satisfied with our final response, you may refer your complaint to our independent dispute resolution scheme:
Financial Services Complaints Limited (FSCL)
FSCL is an independent dispute resolution service approved by the New Zealand Government.
FSCL can review complaints relating to financial services provided by Zurix, subject to the scope of their scheme. Their services are free of charge to consumers.
Before FSCL can investigate a complaint, you must first give Zurix the opportunity to consider and respond to your complaint through our internal process.
Contact FSCL
Website: https://www.fscl.org.nz
Email: info@fscl.org.nz
Phone: 0800 347 257
Complaints generally need to be referred to FSCL within two months of receiving our final response.
Please note that FSCL may only be able to consider complaints that fall within the scope of their scheme and may not review certain wholesale investment or commercial lending arrangements.
Privacy
Any information you provide as part of a complaint will be handled in accordance with our Privacy Policy.
Continuous Improvement
Zurix takes complaints seriously and uses them as an opportunity to improve our services, processes, and client experience.
If you have suggestions on how we can improve our services, we welcome your feedback.