NZB is a registered Financial Service Provider and is a member of the Finance Dispute Resolution Scheme (FDR). Should there be a complaint in relation to any financial service it should be addressed in the first instance to the NZB Finance Manager on the form which can be provided upon request. 

NZB agrees to deal with such complaint within three months of receipt. Should the complainant not be satisfied with the response there is a right of appeal to the FDR (the dispute resolution scheme for the finance industry). However, NZB and its employees do not offer financial advice as part of this financial service and recommends that the borrowers seek independent financial, taxation and professional advice if taking out finance when purchasing bloodstock.

Financial Service Provider Internal Complaints Procedure

Background

New Zealand Bloodstock Limited and New Zealand Bloodstock Finance & Leasing Limited are required pursuant to the Financial Service Providers (Registration and Dispute Resolution) Act 2008 to have an internal complaints process for handling complaints relating to financial services and to advertise its availability.

Internal complaints Procedure

The following is the procedure that is used for dealing with Financial Service complaints. In the first instance a complaint shall be dealt with by the Manager of the relevant department, whether it is Finance or Insurance. The Manager shall:

  1. Acknowledge in writing receipt of the complaint and outline the next steps of the process to the complainant (including the role of Financial Dispute Resolution in the complaint process);
  2. Register key complaint information into the Financial Service complaints Register (i.e. date complaint lodged, name and details of complainant, details of complaint and when it occurred);
  3. Allocate a unique complaint reference number for each complaint;
  4. Keep information in the register confidential to the parties except with consent of the complainant.

Timeline

  1. The complaint shall be resolved at the earliest opportunity;
  2. The Complainant shall be kept informed of the investigation and realistic time frames for any communications shall be set.

Investigating a complaint

The Manager shall:

  1. Investigate the complaint and gather all information and documents relevant to the complaint;
  2. Inform the Complainant of all the assembled information and documents, providing copies where appropriate and invite the complainant to reply within a reasonable time frame;
  3. Consider all information including the Complainant’s reply if any and recommend to the Managing Director what response should be made to the complainant;

Resolving a Complaint

The Manager shall Issue a Decision Notice in writing to the Complainant that includes:

  1. A summary of the complaint, with the outcome of the investigation and the issues raised;
  2. An acknowledgement of any fault on the part of NZB;
  3. Details of any offer being made to settle the complaint (including any timeframes for acceptance).

Where the complaint is not resolved

Where a Decision Notice is not accepted, a Deadlock Notice in writing is sent to the Complainant by the Manager stating that the view has been reached that the complaint is unlikely to be resolved internally and stating that the Complainant may now take the complaint free of charge to Financial Dispute Resolution (within three months of the date of complaint being received).

Visit the Financial Dispute Resolution website

If you have any queries, please contact New Zealand Bloodstock's Legal Compliance Advisor Don McIlraith