In the spirit of our straight-up approach, we like to be 100% transparent about our duties to our clients, our fees, and how we manage complaints. You can find out more about how we engage with businesses here.
The following information provides you with an important overview of Long Burroughs Limited and how we manage complaints.
Long Burroughs Limited, FSP650369, holds a financial advice providers licence issued by the Financial Markets Authority. This licence also extends to include the following companies as authorised bodies of that licence to provide financial advice services.
Long Burroughs Limited are committed to providing you with excellent customer service and quality products. If you believe that we have not delivered in a particular area, we would like to hear your comments.
If you are not fully satisfied with the services provided by a member of Long Burroughs Limited, please contact your financial adviser or financial advice provider directly.
When we receive a complaint, we will handle your complaint in an open and transparent manner and will endeavour to resolve your complaint fairly and within 20 days.
If we have not resolved your complaint within 20 days we will provide you with a written update as to the reason for the delay, what action is underway to resolve your complaint and advise you of the anticipated timeframe for a response.
In handling your complaint, there are a number of remedies available to us, including but not limited to;
If you are unable to resolve your complaint with Long Burroughs Limited, you may refer it to Financial Services Complaints Limited (FSCL), of which Long Burroughs Limited are a member.
FSCL is an approved independent dispute resolution scheme which handles complaints against financial service providers, including insurance brokers.
FSCL is free to consumers and its decisions are binding on all Long Burroughs Limited (but not on you).
Further information about FSCL is available from www.fscl.org.nz. You may contact FSCL directly on 0800 347 257.