Guide to making a complaint

Elldridge Lynch is committed to the delivery of excellence through its high customer service standards. Whether a Client is providing feedback, paying a compliment or making a complaint, a Client's input is important. Should a Client be dissatisfied with the service provided the following steps should be followed.

Step 1: Contact Elldridge Lynch and explain the problem

• Before you contact Elldridge Lynch, think about how you would like the problem fixed.
• Request to speak with your account manager with whom you would have dealt.
• Explain the problem and what solution you wish to achieve.
• Elldridge Lynch has an internal dispute resolution process in place to resolve any complaints or concerns the Client may have within 7 working days. If more complex, it can take longer but Elldridge Lynch will keep you informed of the progress.

In the unlikely event that the Client's concerns cannot be resolved at the first point of contact, the Client is encouraged to proceed to Step 2.

Step 2: Make a formal written complaint

• Send a formal written complaint by post to the Elldridge Lynch Compliance Manager at P.O. Box 4127, Christchurch.
• Write 'Complaint' at the top. Include your name and contact details.
• Set out the problem clearly and include any relevant dates or names of people you dealt with.
• Attach copies of any relevant documents and keep the originals. Keep a copy of your own letter.
• We are committed to resolving complaints through our complaints procedure.

However, should the Client still remain dissatisfied following our final response or does not get a response in a reasonable time, proceed to Step 3.

Step 3: Go to the Banking Ombudsman scheme

• Unresolved complaints may ultimately be referred to the Banking Ombudsman, whose contact address is PO Box 10-573, Wellington. A complaints scheme will not deal with your complaint unless you have raised the matter with the Elldridge Lynch first and have given them the chance to put things right.
• If the Client is not happy with the final decision of the complaints scheme, they can still take the matter to court. Remember though, that if you go to court first and lose, you can't then have the matter looked at by a complaints scheme.