Compliments and Complaints

At E Ruys & Co (‘Ruys & Co’) we pride ourselves in providing Financial Advice on Insurance Products to you (our Client) in accordance with the Standards for the Code of Professional Conduct for Financial Advice Services.  Your feedback is important to us, so whether you’d like to give a compliment or make a complaint, we want to hear from you.

For a Compliment

It’s always nice to hear a compliment first hand, so if we’ve done a particularly good job either tell your Ruys & Co contact directly, or send us an email to trever@ruys.co.nz 

For a Complaint

As an associated business of BrokerWeb Risk Services (BWRS) E Ruys & Co Limited are subject to the BWRS Complaints Process.

You can make a complaint by either calling us, using the online Complaint Form, or writing to us.  Our Leadership team will review your feedback, then work with you to find a solution.

 

Call Us

07 8390 515 | Monday – Friday 8.30am to 5pm

Use the online form

Make a complaint using the online Complaint Form

Write to us

Send your complaint by:

email: trevor@ruys.co.nz

post: P O Box 557, Hamilton 3240

Our Internal Complaints Process

Once you’ve lodged a complaint, we will:

  • Acknowledge your complaint within five working days

  • Contact you to obtain more information if required

  • Make every reasonable effort to investigate all relevant circumstances and information surrounding the complaint

  • Approach all complaints with an open mind, listen, and treat each complaint as an individual, and with courtesy and respect

  • Try to resolve your complaint quickly

  • Provide you with a written decision, remedies and resolution as soon as practicable, but always within 20 working days from the date we received your complaint

What to do if you are not satisfied after making a complaint

If you are unhappy with the outcome of our Internal Complaints Process, you can contact Financial Services Complaints Limited (‘FSCL’).  FSCL is an independent dispute resolution scheme who will help investigate or resolve your complaint.  The FSCL service is provided to you free of charge.  Details of how to make a complaint to FSCL can be found here.

FSCL Contact Details:

0800 347 257

info@fscl.co.nz

www.fscl.org.nz

PO Box 5967, Wellington 6145